Service Delivery Professional

5 days ago


Tiruchi, Tamil Nadu, India beBeeExpert Full time ₹ 5,00,000 - ₹ 10,00,000
Job Title:

Technical Support Specialist

Role Overview:

As a Technical Support Representative, you will be the frontline contact for consumer product-related inquiries. Your primary responsibility is to provide timely and effective solutions to customers with technical issues.

Key Responsibilities:
  1. Customer Interaction:
    • Troubleshoot customer-reported issues via phone, chat, or email.
    • Active listening and empathy to understand customer concerns.
    • Clear communication of technical concepts to non-technical users.
  2. Product Knowledge:
    • Develop expertise in Microsoft products, including Windows, Office, and Surface devices.
    • Stay informed about product updates, patches, and known issues.
    • Guide customers on using self-help resources and online documentation.
  3. Issue Resolution:
    • Educate customers on resolving common issues.
    • Escalate complex issues to higher tiers when necessary.
    • Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop.
  4. Customer Satisfaction:
    • Strive for first-contact resolution whenever possible.
    • Maintain a positive and professional demeanor during interactions.
    • Collect feedback and identify areas for improvement.
  5. Collaboration:
    • Cross-functional team collaboration to address recurring issues.
    • Contribute to internal knowledge bases and share best practices.
  6. Quality Assurance:
    • Adhere to established support policies and guidelines.
    • Meet performance metrics related to response time, resolution time, and customer satisfaction.


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