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Senior Technical Team Lead

2 weeks ago

Hyderabad, Telangana, India Infosys Full time US$ 80,000 - US$ 1,20,000 per year
Job Description:
  • Your primary responsibility is to assist customers with technical issues related to windows software hardware and services
  • You ll provide timely and effective solutions ensuring a positive customer experience
  • 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 demeanour 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
  • The ML CS JD will pretty much be like the ML TS JD with the exception of
  • Technical Support Skills
  • o Assisting with delivering the appropriate post install technical support
  • o Troubleshooting with post install Software Issues Windows Office Etc
  • Etc
  • cross platform
  • o Assisting with Device Network Connectivity Issues Internet Browsing Etc
  • cross platform Addressing with How To Questions
  • As a Technical Support Advocate you will be the frontline representative for consumer products
  • Your primary responsibility is to assist customers with technical issues related to windows software hardware and services
  • You ll provide timely and effective solutions ensuring a positive customer experience
  • 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 t
Key Responsibilities:
  • need to handle team
Preferred Skills:

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