Technical Support Specialist

5 days ago

Hyderabad, Telangana, India Black & White Full time ₹ 3,00,000 - ₹ 6,00,000 per year


Job Title :
Technical Support Specialist
Qualification :
Any Graduate and Above
Relevant Experience :
2 to 4Years
Must Have Skills :
1.Account & Payment Management: Proficiency in managing subscriptions, payment options, and customer profiles.
Billing Management: Understand billing processes and assist customers with billing-related inquiries.
Sign-In Assistance: Help customers with sign-in or sign-up processes.
Refunds and Purchases: Assist with refunds and guide customers through product purchases.
Token Redemption: Help customers redeem tokens, gift cards, and promotional codes.
Download Install and Activate (DIA) Skills: Assist with download, install and activation of M365 and Windows products and services.
Assisting with Updating / Upgrading the Product or Service cross platform.
Assisting with purchasing a product or recommend one appropriately.
Assisting with delivering the appropriate post install technical support.
Troubleshooting with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform – Addressing with "How To" Questions
Typing Speed: Minimum typing speed of 30 words per minute Good Have Skills :
Knowledge and expertise in Microsoft products and services, Assisting with delivering, Troubleshooting.
Roles and Responsibilities :
1.Troubleshooting: Diagnose and resolve technical issues reported by customers via phone, chat, or email.
Active Listening: Understand customer concerns, ask relevant questions, and empathize with their situation.
Effective Communication: Clearly explain technical concepts to non-technical users.
Microsoft Ecosystem: Develop expertise in Microsoft products, including Windows, Office Microsoft365, Windows on Surface devices, and more.
Updates and Patches: Stay informed about product updates, patches, and known issues.
Self-Service Guidance: Guide customers on using self-help resources and online documentation
Tiered Support: Escalate complex issues to higher tiers when necessary.
Remote Assistance: Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop.
Case Management: Document interactions, solutions, and follow-up actions in the support system
First-Contact Resolution: Strive for first-contact resolution whenever possible.
Professionalism: Maintain a positive and professional demeanour even during challenging interactions.
Customer Feedback: Collect feedback and identify areas for improvement
Cross-Functional Teams: Collaborate with other teams (engineering, product management) to address recurring issues.
Knowledge Sharing: Contribute to internal knowledge bases and share best practices.
Adherence to Policies: Follow Microsoft's support policies and guidelines.
Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction Location :
Hyderabad
CTC Range :
3 – 6 LPA (Lakhs Per Annum)
Notice Period :
Days
Mode of Interview :
Virtual
Shift Timing :
Night Shift
Mode of Work :
Work From Office

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