Hiring for service desk/Technical Support
- Izee Manpower
- 20 Positions
- Hyderabad
- 2 months ago
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Job Description
Hi,
Role Overview:
As a Technical Support Advocate, you will be the frontline representative for Microsofts consumer
products. Your primary responsibility is to assist customers with technical issues related to Microsoft
software, hardware, and services. Youll 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 Microsofts support policies and guidelines.
o Quality Metrics: Meet performance metrics related to response time, resolution time,
and customer satisfaction.
Thanks&Regards
Veera-hidden_mobile
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Technical Support / Helpdesk
Functional Area: Not Specified
Role/Responsibilies: Hiring for service desk/Technical Support
Contact Details:
Company: Izee ManpowerLocation(s): Hyderabad
Keyskills: technical helpdesk service desk it helpdesk it service desk it support technical support
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Izee Manpower
Izee Manpower is a leading professional organization servicing a host of fortune 500 clients across verticals and training expertise in soft skills communication and personality development.
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