Technical Support Advocate

5 days ago

Tirupati, Andhra Pradesh, India beBeeTechnical Full time ₹ 4,00,000 - ₹ 8,00,000
Technical Support Professional

About the Role:

This position offers an exciting opportunity to join our team as a Technical Support Specialist, where you will play a pivotal role in delivering exceptional customer support and driving business growth.

Key Responsibilities:

  • Customer Service Expertise:
  • Demonstrate expertise in handling complex technical issues via phone, chat, or email, ensuring prompt resolution and exceeding customer satisfaction expectations.
  • Foster strong relationships with customers by actively listening to their concerns, asking insightful questions, and providing clear explanations of technical concepts.
  • Product Knowledge Mastery:
  • Develop in-depth knowledge of Microsoft products, including Windows, Office, and Surface devices, staying up-to-date on product updates, patches, and known issues.
  • Empower customers with self-help resources and online documentation, enhancing their productivity and reducing support queries.
  • Issue Resolution and Escalation:
  • Evaluate complex technical issues and escalate them to higher tiers when necessary, ensuring timely resolution and minimizing downtime.
  • Provide remote troubleshooting assistance using tools like Remote Desktop, resolving issues efficiently and effectively.
  • Cross-functional Collaboration:
  • Promote seamless communication and collaboration with other teams (engineering, product management) to address recurring technical issues and optimize business processes.
  • Contribute to internal knowledge bases and share best practices, fostering a culture of continuous improvement.
  • Quality Assurance and Performance Metrics:
  • Adhere to established support policies and guidelines, ensuring consistent high-quality service delivery.
  • Meet performance metrics related to response time, resolution time, and customer satisfaction, demonstrating exceptional results and dedication.

Tech Skills:

  • Assist with delivering post-install technical support, ensuring seamless onboarding experiences for customers.
  • Troubleshoot post-install software issues (Windows, Office, etc.) across various platforms, resolving technical hurdles efficiently.
  • Address device network and connectivity issues (Internet, browsing, etc.) across platforms, guaranteeing uninterrupted access to critical applications.

Bonus Features:

The successful candidate will have opportunities to work with cutting-edge technology, expand their skillset, and develop professionally in a dynamic environment. If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced technical setting, we encourage you to apply.

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