
Technical Problem Solver
5 days ago
A Technical Support Specialist is required to provide timely and effective solutions to customers experiencing technical issues related to Windows software, hardware, and services.
This role will involve:
- Troubleshooting and resolving technical issues via phone, chat, or email.
- Developing expertise in Microsoft products including Windows, Office 365, Windows on Surface devices, and more.
- Deliver post-install technical support and troubleshoot software issues.
- Assist with device network and connectivity issues, addressing how-to questions.
Key Responsibilities:
- Customer Interaction:
- Troubleshoot and resolve technical issues reported by customers.
- Listen actively and understand customer concerns, ask relevant questions, and empathize with their situation.
- Explain complex technical concepts clearly to non-technical users.
- Product Knowledge:
- 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.
- Customer Satisfaction:
- Achieve first-contact resolution whenever possible.
- Maintain a positive and professional demeanor even during challenging interactions.
- Collaboration:
- Work with cross-functional teams (engineering, product management) to address recurring issues.
Technical Support Skills:
- Deliver post-install technical support and troubleshoot software issues.
- Assist with device network and connectivity issues, addressing how-to questions.
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