Software Technical Consultant

2 days ago

Mysore, Karnataka, India beBeeProblemSolver Full time ₹ 40,00,000 - ₹ 85,00,000
Job Overview

As a technical professional, you will serve as the primary point of contact for customers requiring assistance with software and hardware related to Microsoft products.

Key Responsibilities:
  1. Customer Interaction
    • Respond to customer inquiries regarding Windows software, hardware, and services via phone, chat, or email.
    • Utilize problem-solving skills to troubleshoot technical issues reported by customers.
    • Communicate complex technical concepts in a clear and concise manner to non-technical users.
  2. Product Knowledge
    • Develop in-depth expertise in Microsoft products, including Windows, Office, and Surface devices.
    • Stay up-to-date on product updates, patches, and known issues.
    • Provide guidance to customers on utilizing self-help resources and online documentation.
  3. Issue Resolution
    • Evaluate and resolve customer issues in a timely and efficient manner.
    • Escalate complex issues to higher tiers when necessary.
    • Document interactions, solutions, and follow-up actions in the support system.
  4. Customer Satisfaction
    • Strive to provide first-contact resolution whenever possible.
    • Maintain a professional demeanor even during challenging interactions.
    • Collect feedback and identify areas for improvement.
  5. Collaboration
    • Work closely with other teams (engineering, product management) to address recurring issues.
    • Contribute to internal knowledge bases and share best practices.
  6. Quality Assurance
    • Adhere to Microsoft's support policies and guidelines.
    • Meet performance metrics related to response time, resolution time, and customer satisfaction.
Technical Support Skills:
  • Deliver post-install technical support.
  • Troubleshoot post-install software issues cross-platform.
  • Address device network and connectivity issues cross-platform.

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