Customer Service Representative

1 day ago


Coimbatore, Tamil Nadu, India beBeeCustomerService Full time ₹ 8,64,000 - ₹ 12,12,000

Job Title: Customer Service Representative

We are seeking an exceptional Customer Service Representative to join our team. As the frontline representative for consumer products, you will assist customers with technical issues related to windows software, hardware, and services.

About This Role

  • This is a customer-facing role where you will interact with customers via phone, chat, or email.
  • You will troubleshoot technical issues reported by customers and provide solutions.

Responsibilities

  1. Customer Interaction
  • Troubleshoot technical issues reported by customers via phone, chat, or email.
  • Understand customer concerns, ask relevant questions, and empathize with their situation.
  • Clearly explain technical concepts to non-technical users.
Product Knowledge
  • Develop expertise in Microsoft products, including Windows, Office, Microsoft365, and Surface devices.
  • Stay informed about product updates, patches, and known issues.
  • Guide customers on using self-help resources and online documentation.
Issue Resolution
  • Escala complex issues to higher tiers when necessary.
  • Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop.
  • Document interactions, solutions, and follow-up actions in the support system.
Customer Satisfaction
  • Strive for first-contact resolution whenever possible.
  • Maintain a positive and professional demeanor even during challenging interactions.
  • Collect feedback and identify areas for improvement.
Collaboration
  • Collaborate with other teams (engineering, product management) to address recurring issues.
  • Contribute to internal knowledge bases and share best practices.
Quality Assurance
  • Follow Microsoft's support policies and guidelines.
  • Meet performance metrics related to response time, resolution time, and customer satisfaction.

Technical Support Skills

  • Assist with delivering post-install technical support.
  • Troubleshoot post-install software issues cross-platform.
  • Assist with device network and connectivity issues cross-platform, addressing 'How To' questions.

Requirements

  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment.
  • Strong product knowledge of Microsoft products.

What We Offer

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive team environment.

How to Apply

  • Submit your resume and cover letter through our website.
  • Apply for this exciting opportunity today


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