Technical Support

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:

• Troubleshooting:

  Diagnose and resolve technical issues reported by customers via phone, chat, or email.

• Active Listening:

  Understand customer concerns, ask relevant questions, and empathize with their situation.

• Effective Communication:

  Clearly explain technical concepts to non-technical users.

Product Knowledge:

• Microsoft Ecosystem:

  Develop expertise in Microsoft products, including Windows, Office Microsoft365, Windows on Surface devices, and more.

• Updates and Patches:

  Stay informed about product updates, patches, and known issues.

• Self-Service Guidance:

  Guide customers on using self-help resources and online documentation.

Issue Resolution:

• Tiered Support:

  Escalate complex issues to higher tiers when necessary.

• Remote Assistance:

  Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop.

• Case Management:

  Document interactions, solutions, and follow-up actions in the support system.

• Customer Feedback:

  Collect feedback and identify areas for improvement.

Collaboration:

• Cross-Functional Teams:

  Collaborate with other teams (engineering, product management) to address recurring issues.

Key Skills Required:

Accounts and Billing Skills:

• Account & Payment Management:

  Proficiency in managing subscriptions, payment options, and customer profiles.

• Billing Management:

  Understand billing processes and assist customers with billing-related inquiries.

• Sign-In Assistance:

  Help customers with sign-in or sign-up processes.

• Refunds and Purchases:

  Assist with refunds and guide customers through product purchases.

• Token Redemption:

  Help customers redeem tokens, gift cards, and promotional codes.

Customer Service Skills:

• Download, Install, and Activate (DIA) Skills:

  Assist with download, install, and activation of M365 and Windows products and services.
• Assisting with updating/upgrading products or services across platforms.
• Assisting with purchasing a product or recommending one appropriately.

Technical Support Skills:

• Assisting with delivering appropriate post-install technical support.
• Troubleshooting post-install software issues (Windows, Office, etc.) across platforms.
• Assisting with Device Network & Connectivity Issues (Internet, Browse, etc.) across platforms.
• Addressing How To questions.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience in a technical support role.