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
- 1. 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.
- 1. 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.
- 1. 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.
- 1. Customer Satisfaction:
- o First-Contact Resolution: Strive for first-contact resolution whenever possible.
- o Professionalism: Maintain a positive and skilled demeanour even during
- challenging interactions.
- o Customer Feedback: Collect feedback and identify areas for improvement.
- 1. 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.
- 1. 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:
- 1. 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.
- 1. 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.
- 1. 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 .
