Fresher Technical Support (English or Chinese Fluent - Up to 24M)

What is Azure A&I?
Azure A&I (Apps & Infrastructure) is the core team behind Microsoft Azure's foundational cloud services. It focuses on building and managing virtual machines, containers, and hybrid cloud solutions to help customers run applications, manage infrastructure, and improve performance securely and at scale. The team also drives innovation in cloud-native technologies and supports global operations through scalable, reliable systems.
Manage support tickets by reviewing customer issues, initiating contact to understand concerns, and keeping customers informed throughout the resolution process.
Use provided tools and applications-such as diagnostic utilities, system logs, performance monitors, and proprietary platforms-to investigate and troubleshoot technical problems effectively.
Resolve or escalate a variety of customer issues, document technical work and research promptly, and maintain accurate case records for transparency and knowledge sharing.
Collaborate across teams and products to address moderately complex technical issues, leveraging cross-functional expertise to ensure thorough resolution.
Participate in technical and non-technical training sessions to build proficiency in support topics and stay current with evolving tools and processes.
Contribute to continuous improvement by identifying inefficiencies, suggesting enhancements to automated tools, and providing feedback on product and process improvements.
Assist in post-incident reviews and root cause analysis to prevent recurrence as part of incident management participation.
Create or update internal and external documentation to support customers and peers in resolving issues more efficiently.
Other relevant tasks assigned by the management