Technical Process Specialist

• As a Technical Support Advocate 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
• You ll provide timely and effective solutions ensuring a positive customer experience

Key Responsibilities:

• 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
• 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
• 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
• Customer Satisfaction
• o First Contact Resolution Strive for first contact resolution whenever possible
• o Professionalism Maintain a positive and professional demeanor even during challenging interactions
• o Customer Feedback Collect feedback and identify areas for improvement
• 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
• Quality Assurance
• o Adherence to Policies Follow Microsoft s support policies and guidelines
• o Quality Metrics Meet performance metrics related to response time resolution time and customer satisfaction

Preferred Skills: