Technical Solutions Expert

6 days ago

Hyderabad, Telangana, India beBeeTechnical Full time ₹ 60,00,000 - ₹ 80,00,000
Technical Support Specialist Job Description

This role involves providing frontline technical support to customers with software and hardware issues related to windows products. As a key representative of the company, you will be responsible for ensuring timely and effective solutions, resulting in positive customer experiences.

  • Key Responsibilities:
    • Customer Interaction:
      • Troubleshooting: Identify and resolve technical issues reported by customers through various channels.
      • Active Listening: Understand customer concerns and ask relevant questions to address their situation effectively.
      • Effective Communication: Clearly explain technical concepts to non-technical users.
    • Product Knowledge:
      • Microsoft Ecosystem: Develop expertise in Microsoft products, including Windows, Office, and Surface devices.
      • Updates and Patches: Stay up-to-date on 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 established support policies and guidelines.
      • Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.

Required Technical Skills:

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

Benefits:

The ideal candidate will have excellent communication and problem-solving skills, with experience in technical support or a related field. If you are a detail-oriented individual who can provide top-notch support to our customers, we encourage you to apply.

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