Technical Support Specialist Live Connections

2.0 - 6.0 years

0 Lacs

hyderabad, telangana

On-site

Job Description: 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: - 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 Satisfaction: - First-Contact Resolution: Strive for first-contact resolution whenever possible. - Professionalism: Maintain a positive and professional demeanor even during challenging interactions. - Customer Feedback: Collect feedback and identify areas for improvement. - 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. - 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 "How To" Questions.,

Posted 1 day ago

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Technical Process Specialist Infosys BPM Limited

2.0 - 6.0 years

0 Lacs

hyderabad, telangana

On-site

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.,

Posted 4 days ago

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