Technical Customer Advocate

2 days ago

Jaipur, Rajasthan, India beBeeSupport Full time US$ 60,000 - US$ 90,000

Job Title: Technical Support Specialist

Role Overview:

We are seeking a skilled and knowledgeable Technical Support Specialist to join our team. As a key representative of our company, you will be responsible for providing exceptional customer service and technical support to our customers.

  • 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 demeanor 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 established support policies and guidelines.
  • Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.

Technical Skills:

  • Assisting with delivering post-install technical support.
  • Troubleshooting software issues (Windows, Office, etc.) across platforms.
  • Addressing device network and connectivity issues (Internet, browsing, etc.) across platforms.

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