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Technical Service Representative

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Technical Support Specialist Role

This is an exciting opportunity to join a dynamic team as a Technical Support Specialist. As a frontline representative, you will be the key contact for customers seeking assistance with technical issues related to software, hardware, and services.

Key Responsibilities:
  • 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.
  • Product Knowledge
    • Microsoft Ecosystem: Develop expertise in Microsoft products, including Windows, Office, and Surface devices.
    • 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.
  • 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.
  • 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.
  • 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.
  • Quality Assurance
    • Adherence to Policies: Follow Microsoft's support policies and guidelines.
    • Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.