Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic
Jeremy Tsai

Jeremy Tsai

Taipei

Summary

Expert in Customer support experience. Understanding customer's needs and leveraging problem solving skill to earn customer's trust.

Collaborative person and familiar with remote-based jobs.

Overview

9
9
years of professional experience
2
2
Certifications
2
2
Languages

Work History

Support Escalation Engineer

Microsoft
03.2023 - Current
  • Designated engineer for S500 (TSMC, TrendMicro) customers - resolving techincal problems and deliver best practices.
  • Engage with Product group for bug fix.

Support Engineer

Microsoft
08.2019 - 03.2023
  • Leading AdviseMe program to generate sales opportunity and successfully leads to a winwire
  • Responsible for resolving technical issues in Exchange Online/Exchange Onprem/Hybrid) and Collaboration with Teams/Sharepoint/Intune engineers if needed.


Azure Subscription & Billling Support Engineer

Microsoft
10.2017 - 07.2019
  • Handle GCR azure subscription issue & billing related questions.

Escalation Specialist

Wicresoft
04.2016 - 09.2017
  • Build up TW team's call center operations (Escalation process, Quality management, Training materials) - Designated contact to work with Microsoft Taiwan Stakeholders
  • Nominated as employee of the year.

Escalation Specialist

Telexpress
05.2015 - 04.2016
  • Months) - Tier-2 Escalation specialist
  • Taking customer escalations from 1st tier and also including complain management.

Education

Bachelor's degree - Computer Science and Information Management

Soochow University
Taipei

Skills

Logistical planning

Remote teamwork

Quality Assurance (QA) controls

Active listening

Stakeholder relationship management

Problem-solving

Additional Information

  • linkedin.com/in/jeremy-tsai

Certification

Microsoft 365 Certified: Fundamentals

AZ-900 certified

Timeline

Support Escalation Engineer

Microsoft
03.2023 - Current

Support Engineer

Microsoft
08.2019 - 03.2023

Azure Subscription & Billling Support Engineer

Microsoft
10.2017 - 07.2019

Escalation Specialist

Wicresoft
04.2016 - 09.2017

Escalation Specialist

Telexpress
05.2015 - 04.2016

Bachelor's degree - Computer Science and Information Management

Soochow University

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