Senior Technical Process Executive-Hyderabad(Gachibowli)

6 days ago

Hyderabad, Telangana, India Clarity Consulting Full time ₹ 2,40,000 - ₹ 7,20,000 per year

Job Alert

Need candidates only from Hydrabad location

Position -Senior Technical Process Executive -Microsoft windows or active directory

Experience - 1 +Years

CTC - 4-5 LPA

Work Location - Hyderabad- (Gachibowli)

Role Overview:

As a Technical Support Advocate, primary responsibility is to assist customers with technical issues related to Microsoft , Active directory ,software, hardware, and services. Youll provide timely and effective solutions, ensuring a positive customer experience.

  1. Customer Interaction:

  2. 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.

  1. Product Knowledge:

  2. 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.

  1. Issue Resolution:

  2. Tiered Support: Escalate complex issues to higher tiers when necessary.

  3. 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.

  1. Customer Satisfaction:

  2. First-Contact Resolution: Strive for first-contact resolution whenever possible.

  3. Professionalism: Maintain a positive and professional demeanour even during

challenging interactions.

  • Customer Feedback: Collect feedback and identify areas for improvement.

  • Collaboration:

  • 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.

  • Quality Assurance:

  • Adherence to Policies: Follow Microsofts support policies and guidelines.

  • Quality Metrics: Meet performance metrics related to response time, resolution time,

and customer satisfaction.

If Interested please share your resume

Warm Regards

Sujata Singh

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