Technical Expert

7 days ago

Gandhinagar, Gujarat, India beBeeTechnical Full time ₹ 30,00,000 - ₹ 50,00,000

We are seeking an exceptional Technical Support Specialist to join our team. This role will involve being the frontline representative for consumer products, providing timely and effective solutions to ensure a positive customer experience.

About the Role
  • This position requires strong technical skills, excellent communication skills, and the ability to work well under pressure.
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, 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 policies and guidelines.
  • Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.

Technical Support Skills:

  • Assisting with delivering post-install technical support.
  • Troubleshooting post-install software issues cross-platform.
  • Addressing device network and connectivity issues cross-platform.

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