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.
Product Knowledge
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. 3.
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.
4.
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. 5.
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. 6.
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.
Contact
Veera;hidden_mobile
Industry BPO / Call Center Department Technical Support / Helpdesk
📌 Hiring for Technical Support/ Service desk (Hyderabad)
🏢 IZEE MANPOWER CONSULTANCY
📍 Hyderabad
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