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MS Product Support Advocate | Microsoft Windows & M365 | Technical Support | 12 Yrs | 5.57 LPA Job Description Position: MS Product Support Advocate Experience: 12 Years Salary: 1 Year: 5.5 LPA 2 Years: 7 LPA Role Overview Provide frontline technical and product support for Microsoft consumer products , assisting customers through Phone, Chat and Email while delivering effective troubleshooting and a high-quality customer experience. Key Responsibilities Troubleshoot Windows, Microsoft 365, Office, Surface and other Microsoft products. Handle technical queries through voice, chat and email . Diagnose issues through effective questioning and provide clear solutions. Handle How-To queries and guide customers on product features. Perform remote troubleshooting using appropriate support tools. Maintain accurate case/ticket documentation and follow-up actions. Drive First Contact Resolution (FCR) wherever possible. Escalate complex issues to appropriate Level 2/Level 3 teams. Stay updated on Microsoft releases, updates, patches and known issues. Promote relevant self-service resources and online documentation. Identify recurring issues and collaborate with internal technical teams. Adhere to SLA, quality, CSAT, FCR and resolution-time targets. Maintain professionalism and empathy while handling challenging customers. Required Skills 12 years of experience in Technical Support / Product Support / IT Helpdesk / Technical Customer Support . Good knowledge of Microsoft Windows and Microsoft 365/Office . Strong troubleshooting and analytical/problem-solving skills. Excellent verbal and written communication . Strong customer handling, active listening and empathy. Ability to explain technical concepts to non-technical users. Knowledge of remote support/troubleshooting tools. Experience with ticket/case management . Comfortable working in a fast-paced, target-driven environment. Education Bachelor's degree in Computer Science, IT or related discipline , or equivalent technical support experience. Preferred Microsoft certifications , including AZ-900 (Azure Fundamentals) , will be an advantage. 9154806893\ 9036324343 whmshineprofiles@gmail.com www.WhiteHorsemanpower.in White Horse Manpower Consultancy Private limited