Job Description:

- 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 qualified 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

Key Responsibilities:

- Need to resolve windows related queries by voice

Technical Requirements:

- Familiarity with Microsoft products and services

📌 Senior Technical Process Executive (India)
🏢 Infosys BPM
📍 India