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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. - 2. 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. - 3. 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. - 4. 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. - 5. 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. - 6. 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. - 2. 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. - 3. 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 rapid-paced environment. - - As a Technical Support Advocate, youll play a crucial role in ensuring Microsofts customers .