Help Desk Advisor

3 days ago

Ghaziabad, Uttar Pradesh, India beBeeSupport Full time ₹ 5,00,000 - ₹ 7,50,000
Job Description">

We are seeking a skilled Technical Support Specialist to join our team. In this role, you will serve as the frontline representative for consumer products, assisting customers with technical issues related to Windows software, hardware, and services.

">Key Responsibilities:">
  1. Customer Interaction:
  • Troubleshoot technical issues reported by customers via phone, chat, or email.
  • Actively listen to customer concerns and ask relevant questions.
  • Clearly explain technical concepts 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:
  • Collaborate with other teams (engineering, product management) to address recurring issues.
  • Contribute to internal knowledge bases and share best practices.
Quality Assurance:
  • Follow Microsoft's support policies and guidelines.
  • Meet performance metrics related to response time, resolution time, and customer satisfaction.
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