Molly Mao Email and Phone Number

- Support Strategic & Top 500 global customers, Global English Support- Review highly complex cases and provide an action plan/next steps on any complex, long pending cases. Build awareness amongst the SEs on proactive engagement/escalations to partner teams, technical teams for faster case resolution. - Act as an escalation point for frontline engineers and handle hot/political cases requiring immediate attention. - Implements end-to-end readiness programs (e.g., mentoring… Show more - Support Strategic & Top 500 global customers, Global English Support- Review highly complex cases and provide an action plan/next steps on any complex, long pending cases. Build awareness amongst the SEs on proactive engagement/escalations to partner teams, technical teams for faster case resolution. - Act as an escalation point for frontline engineers and handle hot/political cases requiring immediate attention. - Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy.- Translates feedback and creates processes and workflows for case resolution.- Mentorship new-hires or junior members.- Keep Acting as the ambassador to foster the D&I concept and make impact to Microsoft. Show less

Azure Rapid Response is a premium add-on support offering that provides customers an expedited response time and prioritized access to Microsoft’s most knowledgeable experts to quickly overcome incidents and business impacts. Azure Rapid Response is designed for Azure customers who want a fast response to incidents of critical business impact.1. Support Top 500 and strategic customers who are critical with high business impact 2. Support global customers spread in America, Asia and… Show more Azure Rapid Response is a premium add-on support offering that provides customers an expedited response time and prioritized access to Microsoft’s most knowledgeable experts to quickly overcome incidents and business impacts. Azure Rapid Response is designed for Azure customers who want a fast response to incidents of critical business impact.1. Support Top 500 and strategic customers who are critical with high business impact 2. Support global customers spread in America, Asia and EMEA3. Identify and respond to critical customer issues, also troubleshooting complex technical problems and managing critical situations4. Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager5. Communication with various stakeholders within and outside of Microsoft​ Show less

1. Support significant and top Enterprise customer who purchase Enterprise Agreement2. Troubleshoot and solve customer technical issues by collaboration within and across teams3. Act as an escalation advisor for EA related issue4. Collaborate with engineers from different countries, including India, U.S., etc.5. CSS D&I (Diversity & Inclusion) representative at Microsoft Taiwan in FY21/FY226. Experienced trainer for global team to ramp up new-hires by shadowing, group… Show more 1. Support significant and top Enterprise customer who purchase Enterprise Agreement2. Troubleshoot and solve customer technical issues by collaboration within and across teams3. Act as an escalation advisor for EA related issue4. Collaborate with engineers from different countries, including India, U.S., etc.5. CSS D&I (Diversity & Inclusion) representative at Microsoft Taiwan in FY21/FY226. Experienced trainer for global team to ramp up new-hires by shadowing, group discussion, and case studies7. New-hires readiness planning/training/mentorship Show less

1. Responsible for Azure Billing & Subscription support2. Customer communication in Taiwan, China and Hong Kong 3. Ability to use knowledge of the Azure architecture and offerings to provide customer resolution and proactive customer recommendations4. Knowledge in Microsoft cloud service - Azure Platform services, technologies, offerings, and the Azure billing platform5. Handle challenging and politically sensitive customer situations 6. Technical understanding of… Show more 1. Responsible for Azure Billing & Subscription support2. Customer communication in Taiwan, China and Hong Kong 3. Ability to use knowledge of the Azure architecture and offerings to provide customer resolution and proactive customer recommendations4. Knowledge in Microsoft cloud service - Azure Platform services, technologies, offerings, and the Azure billing platform5. Handle challenging and politically sensitive customer situations 6. Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions) Show less

1. Focus on Forum support - TechNet & MSDN2. Technical Knowledge of all Microsoft Products including Windows Server, Exchange, Lync, Windows OS and Azure.3. Technical assistance includes trouble-shooting and research.4. Confirm questions raised in the forum are answered and remain high answer rate, help users to solve their technical questions

● Data analysis (e.g. Convert Rate, CTR, Amount, AOV)● Promotion planning to improve sales● Banner/landing page production & promotion setting config/management● Cross-team collaboration with Design, IT, and EMEA/APAC Team● Ability to use Photoshop and Dreamweaver

● Communicate with commercial customers via telephone, email, and other electronic communications regarding problems. ● Analyze problems and develop solutions to meet customer needs. ● Collaborate effectively with various Microsoft groups to drive resolution ● Utilize effective multilingual verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.

● Web page programming support● System Analysis support including Activity Diagram, Sequence Diagram