01Overview
Role Designation
Looking for an immediate joiner.
Job Title: Product Support Advocate
Role Overview
As a Product Support Advocate, you will be the frontline representative for Microsofts consumer
products. Your primary responsibility is to assist customers with technical issues related to Microsoft
software, hardware, and services. Youll provide timely and effective solutions, ensuring a positive
customer experience.
Key Responsibilities
Customer Interaction:
o Troubleshooting: Diagnose and resolve technical issues reported by customers via
phone, chat, or email.
o Active Listening: Understand customer concerns, ask relevant questions, and
empathize with their situation.
o Effective Communication: Clearly explain technical concepts to non-technical users.
Product Knowledge:
o Microsoft Ecosystem: Develop expertise in Microsoft products, including Windows,
Office Microsoft365, Windows on Surface devices, and more.
o Updates and Patches: Stay informed about product updates, patches, and known
issues.
o Self-Service Guidance: Guide customers on using self-help resources and online
documentation.
Issue Resolution:
o Tiered Support: Escalate complex issues to higher tiers when necessary.
o Remote Assistance: Provide remote troubleshooting assistance using tools like
Microsoft Remote Desktop.
o Case Management: Document interactions, solutions, and follow-up actions in the
support system.
Customer Satisfaction:
o First-Contact Resolution: Strive for first-contact resolution whenever possible.
o Professionalism: Maintain a positive and professional demeanor even during
challenging interactions.
o Customer Feedback: Collect feedback and identify areas for improvement.
Collaboration:
o Cross-Functional Teams: Collaborate with other teams (engineering, product
management) to address recurring issues.
o Knowledge Sharing: Contribute to internal knowledge bases and share best practices.
Quality Assurance:
o Adherence to Policies: Follow Microsofts support policies and guidelines.
o Quality Metrics: Meet performance metrics related to response time, resolution time,
and customer satisfaction.
o Addressing with "How To" Questions
Qualifications
Education: Bachelors degree in Computer Science, Information Technology, or related field (or
equivalent experience).
Experience:
o Prior experience in technical support
Note:Rotational Shift
Note:Rotational OFF
Location:Hyderbad
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