Job
Description
As a Technical Support Advocate at Infosys BPM Ltd., you will be the frontline representative for Microsoft's consumer products. Your primary responsibility is to assist customers with technical issues related to Microsoft software, hardware, and services. Your role will involve troubleshooting reported technical issues via phone, chat, or email, understanding customer concerns, explaining technical concepts clearly, and providing effective solutions to ensure a positive customer experience. Key Responsibilities: - Customer Interaction: - Diagnose and resolve technical issues reported by customers. - Understand customer concerns, ask relevant questions, and empathize with their situation. - Clearly explain technical concepts to non-technical users. - Product Knowledge: - Develop expertise in Microsoft products like Windows, Office, Microsoft365, and Surface devices. - Stay informed about product updates, patches, and known issues. - Guide customers on using self-help resources and online documentation. - Issue Resolution: - Escalate complex issues to higher tiers when necessary. - Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop. - Document interactions, solutions, and follow-up actions in the support system. - Customer Satisfaction: - Strive for first-contact resolution. - Maintain a positive and professional demeanor. - Collect feedback and identify areas for improvement. - Collaboration: - Collaborate with other teams to address recurring issues. - Contribute to internal knowledge bases and share best practices. - Quality Assurance: - Follow Microsoft's support policies and guidelines. - Meet performance metrics related to response time, resolution time, and customer satisfaction. Minimum Recommended Agent Skills and Abilities: 1. Accounts and Billing Skills: - Understand billing processes and assist customers with inquiries. - Help customers with sign-in or sign-up processes. - Assist with refunds, purchases, and token redemption. 2. Customer Service Skills: - Assist with download, install and activation of products and services. - Help with updating/upgrading products and services. - Assist with purchasing products or recommending them appropriately. 3. Technical Support Skills: - Deliver appropriate post-install technical support. - Troubleshoot post-install Software Issues cross-platform. - Assist with Device Network & Connectivity Issues cross-platform. Qualifications: - Education: Bachelor's degree in computer science, Information Technology, or related field. - Experience: Prior experience in technical support or customer service. - Skills: Excellent communication skills, problem-solving abilities, patience, empathy, and ability to work in a fast-paced environment. If interested, please share your resume with below details to srishti.shikha01@infosys.com Name: Email & Mobile Number: Graduation: Date Of Birth: Post-Graduation: (If applicable): Total experience: Relevant experience: Current/Previous Company name: Current CTC: Expected CTC: Notice period: Current location: Flexible with Night Shift: Infosys BPM values excellent communication, comfort in working US shifts, flexibility in 24/7 shifts, and 100% Work From Office policy without hybrid options.,
