Help Desk Expert

1 week ago

Aligarh, Uttar Pradesh, India beBeeSupport Full time ₹ 8,00,000 - ₹ 12,00,000

Job Overview

The Technical Support Specialist is the frontline representative for consumer products.

This role provides timely and effective solutions to customers with technical issues related to software, hardware, and services.

Key Responsibilities:

  1. Customer Interaction:
  • Troubleshoot and resolve 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.
  1. Product Knowledge:
  • Develop expertise in Microsoft products, including Windows, Office Microsoft365, Windows on Surface devices, and more.
  • Stay informed about product updates, patches, and known issues.
  • Guide customers on using self-help resources and online documentation.
  1. Issue Resolution:
  • Escalate 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.
  1. 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.
  1. Collaboration:
  • Collaborate with other teams (engineering, product management) to address recurring issues.
  • Contribute to internal knowledge bases and share best practices.
  1. 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.

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