Expert Technical Support Professional

3 days ago

Nagpur, Maharashtra, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 10,53,000
Job Title: Technical Support Specialist

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

Key Responsibilities:

  1. Customer Interaction:
  • Troubleshoot technical issues reported by customers via phone, chat, or email.
  • Understand customer concerns, ask relevant questions, and empathize with their situation.
  • Clearly explain technical concepts to non-technical users.
  1. 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.
  1. Issue Resolution:
  • Evaluate complex issues and escalate when necessary.
  • Provide remote troubleshooting assistance using tools like Remote Desktop.
  • Document interactions, solutions, and follow-up actions in the support system.
  1. Customer Satisfaction:
  • Strive for first-contact resolution whenever possible.
  • Maintain a positive and professional demeanor during challenging interactions.
  • Collect feedback and identify areas for improvement.
  1. Collaboration:
  • Collaborate with engineering and product management teams to address recurring issues.
  • Contribute to internal knowledge bases and share best practices.
  1. Quality Assurance:
  • Adhere to support policies and guidelines.
  • Meet performance metrics related to response time, resolution time, and customer satisfaction.

Required Technical Skills:

  • Assist with delivering post-install technical support.
  • Troubleshoot post-install software issues (Windows, Office, etc.) cross-platform.
  • Assist with device network and connectivity issues (Internet, browsing, etc.) cross-platform.

Benefits:

  • Opportunity to work with a variety of consumer products.
  • Professional development opportunities.
  • A collaborative team environment.

Others:

  • Must have excellent communication skills.
  • Ability to work in a fast-paced environment.

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