
Seeking Customer-Focused Support Specialist
5 days ago
We are hiring for a Technical Support Advocate.
Job Description:
Achieve customer satisfaction by resolving technical issues related to Microsoft software, hardware, and services in a timely and effective manner. Provide proactive solutions to ensure a positive customer experience.
Key Responsibilities:
1. Customer Interaction
• Engage with customers via phone, chat, or email to understand their concerns and provide empathetic responses.
2. Troubleshooting
• Diagnose and resolve technical issues using problem-solving skills and knowledge of Microsoft products.
3. Effective Communication
• Clearly explain technical concepts to non-technical users, ensuring they understand the solution provided.
4. Product Knowledge
• Develop expertise in Microsoft products, including Windows, Office Microsoft365, and more.
5. Microsoft Ecosystem
• Stay informed about product updates, patches, and known issues to provide accurate solutions.
6. Updates and Patches
• Guide customers on using self-help resources and online documentation to resolve issues independently.
7. Issue Resolution
• Escalate complex issues to higher tiers when necessary and document interactions and solutions.
8. Customer Satisfaction
• Strive for first-contact resolution whenever possible and maintain a positive and professional demeanor during challenging interactions.
Requirements:
• Excellent communication skills.
• Ability to work on US shift timings.
• Completion of specific training programs set by the client.
Preferred Qualifications:
• Any graduate with additional certifications in customer service or upskilling.
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