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Technical Support Professional
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Job Overview:
We are seeking a highly skilled and customer-focused technical support professional to join our organization.
Key Responsibilities:
- Customer Engagement:
- Troubleshoot and resolve technical issues reported by customers via phone, chat, or email.
- Practice active listening to understand customer concerns and empathize with their situation.
- Effectively communicate technical concepts to non-technical users.
- Product Expertise:
- 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.
- 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.
- 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.
Required Technical Skills:
- Assist with delivering post-install technical support.
- Troubleshoot post-install software issues (Windows, Office, etc.) across platforms.
- Assist with device network and connectivity issues (Internet, browsing, etc.) across platforms.
