Technical Support Specialist

1 day ago

Bikaner, Rajasthan, India beBeeSupport Full time ₹ 6,00,000 - ₹ 10,00,000
Technical Support Expert

We are seeking an exceptional Technical Support Expert to join our team.

About the Role:

This is a unique opportunity to showcase your technical expertise and passion for delivering outstanding customer support.

As a key member of our team, you will be responsible for providing top-notch technical assistance to customers via various channels, including phone, chat, and email.

Key Responsibilities:
  • Customer Interaction:
    • Troubleshooting: Diagnose and resolve complex technical issues reported by customers.
    • 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 in-depth knowledge of Microsoft products, including Windows, Office Microsoft365, Windows on Surface devices, and more.
    • 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 established support policies and guidelines.
    • Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.
    Required Skills and Qualifications:
    • Exceptional technical problem-solving skills.
    • In-depth knowledge of Microsoft products and services.
    • Excellent communication and interpersonal skills.
    • Ability to work in a fast-paced environment and meet performance metrics.
    Benefits:
    • Ongoing training and development opportunities.
    • A dynamic and supportive work environment.
    • The chance to make a real impact on customer satisfaction.
    Others:

We offer a competitive salary and benefits package. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity.

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