01Overview
Role Designation
Looking for an immediate joiner.
Position Summary
Provide L 1.5 level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and
Prerequisites:
Graduate,with minimum of 1 year of experience into International technical Support
Experience of working as a Technical Support agent showing experience of systems, support, diagnostic and resolution
Role Overview
As a Technical 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 demeanour 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.
Technical Support Skills
o Assisting with delivering the appropriate post install technical support.
o Troubleshooting with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
o Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform
Addressing with "How To" Questions
Minimum Recommended Agent Skills and Abilities:
While additional skills can be developed through training, the following prerequisites are essential for
supporting Microsoft consumers:
Accounts and Billing Skills:
o Account & Payment Management: Proficiency in managing subscriptions, payment options,
and customer profiles.
o Billing Management: Understand billing processes and assist customers with billing-related
inquiries.
o Sign-In Assistance: Help customers with sign-in or sign-up processes.
o Refunds and Purchases: Assist with refunds and guide customers through product
purchases.
o Token Redemption: Help customers redeem tokens, gift cards, and promotional codes.
Customer Service Skills:
o Download Install and Activate (DIA) Skills: Assist with download, install and activation of
M365 and Windows products and services.
o Assisting with Updating / Upgrading the Product or Service cross platform.
o Assisting with purchasing a product or recommend one appropriately.
Technical Support Skills:
o Assisting with delivering the appropriate post install technical support.
o Troubleshooting with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
o Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform
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 or customer service.
o Familiarity with Microsoft products and services.
o Certifications (e.g., Microsoft Certified: Azure Fundamentals, M365 Fundamentals) are a
plus.
Skills:
o Excellent communication skills (verbal and written).
o Problem-solving abilities.
o Patience and empathy.
o Ability to work in a fast-paced environment.
As a Technical Support Advocate, youll play a crucial role in ensuring Microsofts customers have a
smooth experience with their products. Your dedication to solving their technical challenges will contribute
to customer .
