Technical Support salary upto 6lks Hyderbad location

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: Bachelor’s 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 fast-paced environment.
• As a Technical Support Advocate, you’ll play a crucial role in ensuring Microsoft’s customers have a
• smooth experience with their products. Your dedication to solving their technical challenges will contribute
• to customer loyalty and satisfaction.

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