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
TaipeiSkills
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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