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Infosys BPM Limited
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Technical Process Specialist

Technical Process Specialist

Infosys BPM Limited

2 - 6 years

0 Lacs

hyderabad telangana

Posted:4 days ago| Platform: Shine logo

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Skills Required

customer interaction effective communication product knowledge issue resolution remote assistance case management customer satisfaction collaboration knowledge sharing quality assurance customer service service desk voice active listening microsoft ecosystem updates patches self service guidance tiered support first contact resolution professionalism customer feedback cross functional teams adherence to policies quality metrics chats email chats

Work Mode

On-site

Job Type

Full Time

Job Description

As a support representative for Microsoft products, your primary responsibility will be to interact with customers in order to troubleshoot and resolve technical issues efficiently. You will be required to engage with customers via phone, chat, or email, actively listening to their concerns, asking relevant questions, and empathizing with their situations. It is essential to communicate technical concepts clearly to non-technical users and guide them on utilizing self-help resources effectively. Developing expertise in the Microsoft ecosystem, including Windows, Office, Microsoft 365, and Surface devices, is crucial for this role. Staying informed about product updates, patches, and known issues will be necessary to provide accurate and up-to-date support. When faced with complex issues, you should escalate them to higher tiers and provide remote troubleshooting assistance using tools like Microsoft Remote Desktop. Striving for first contact resolution and maintaining a positive and professional demeanor during all interactions with customers are key components of ensuring customer satisfaction. Collecting feedback and identifying areas for improvement will be essential for enhancing customer experience. Collaboration with cross-functional teams and sharing knowledge to contribute to internal knowledge bases are vital aspects of the role. Adherence to Microsoft's support policies and guidelines, as well as meeting performance metrics related to response time, resolution time, and customer satisfaction, is imperative. Your preferred skills in customer service, service desk support, voice, chat, and email communication will be beneficial in excelling in this role.,

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Technical Process Specialist