Technical Support Specialist

1 day ago

Thrissur, Kerala, India beBeeCustomerSupport Full time ₹ 50,00,000 - ₹ 75,00,000

Job Title:

Technical Support Advocate

Are you passionate about providing exceptional customer support? Do you have a knack for troubleshooting complex technical issues?

As a Technical Support Advocate, you will be the frontline representative for consumer products. Your primary responsibility is to assist customers with technical issues related to windows software, hardware, and services.

Key Responsibilities:

  • Customer Interaction:
    • Troubleshoot and resolve technical issues reported by customers via phone, chat, or email.
    • Practice active listening skills to understand customer concerns and empathize with their situation.
    • Communicate technical concepts clearly to non-technical users.
  • 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.
  • 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:
    • Cross-functional teams: collaborate with other teams (engineering, product management) to address recurring issues.
    • Contribute to internal knowledge bases and share best practices.
  • Quality Assurance:
    • Follow established support policies and guidelines.
    • Meet performance metrics related to response time, resolution time, and customer satisfaction.

Required Skills and Qualifications:

  • Technical support experience in a similar industry.
  • Strong communication and problem-solving skills.
  • Ability to work effectively in a fast-paced environment.

Benefits:

  • Ongoing training and development opportunities.
  • A supportive team environment.
  • The chance to make a real difference in our customers' lives.

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