Technical Support Specialist

Role Overview:

As a Technical Support Advocate, you will be the frontline representative for consumer products. Your primary responsibility is to assist customers with technical issues related to windows software, hardware, and services. You’ll provide timely and effective solutions, ensuring a positive customer experience.

Key Responsibilities:

1. 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

  .

1. 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.

1. 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.

1. Customer Satisfaction:

• First-Contact Resolution

  : Strive for first-contact resolution whenever possible.

• Professionalism

  : Maintain a positive and professional demeanour even during challenging interactions.

• Customer Feedback

  : Collect feedback and identify areas for improvement.

1. Collaboration:

• Cross-Functional Teams

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

• Knowledge Sharing

  : Contribute to internal knowledge bases and share best practices.

1. Quality Assurance:

• Adherence to Policies

  : Follow Microsoft’s support policies and guidelines.

• Quality Metrics

  : Meet performance metrics related to response time, resolution time, and customer satisfaction.

Technical Support Skills:

• Assisting with delivering

  the appropriate post install technical support.

• Troubleshooting

  with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
• Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform

  – Addressing with

  "How To" Questions