Technical Process Specialist

3 days ago

Hyderabad, Telangana, India Infosys Full time ₹ 6,00,000 - ₹ 12,00,000 per year
Key Responsibilities:
  • Customer Interaction
  • o Troubleshooting Diagnose and resolve technical issues reported by customers via phone chat or email
  • o Active Listening Understand customer concerns ask relevant questions and empathize with their situation
  • o Effective Communication Clearly explain technical concepts to non technical users
  • Product Knowledge
  • o Microsoft Ecosystem Develop expertise in Microsoft products including Windows Office Microsoft365 Windows on Surface devices and more
  • o Updates and Patches Stay informed about product updates patches and known issues
  • o Self Service Guidance Guide customers on using self help resources and online documentation
  • Issue Resolution
  • o Tiered Support Escalate complex issues to higher tiers when necessary
  • o Remote Assistance Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop
  • o Case Management Document interactions solutions and follow up actions in the support system
  • Customer Satisfaction
  • o First Contact Resolution Strive for first contact resolution whenever possible
  • o Professionalism Maintain a positive and professional demeanor even during challenging interactions
  • o Customer Feedback Collect feedback and identify areas for improvement
  • Collaboration
  • o Cross Functional Teams Collaborate with other teams engineering product management to address recurring issues
  • o Knowledge Sharing Contribute to internal knowledge bases and share best practices
  • Quality Assurance
  • o Adherence to Policies Follow Microsoft s support policies and guidelines
  • o Quality Metrics Meet performance metrics related to response time resolution time and customer satisfaction
Preferred Skills:

Customer Service->CS->Service Desk-> Voice->Chats->email Chats

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