Candidate should be Any Graduate with 1 to 6 years of experience in International Technical Support, Windows Troubleshooting, Active Directory, IT Helpdesk, Printer Support, Customer Support, Desktop Support, Remote Support or Technical Helpdesk. Must have excellent communication skills.
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. You’ll provide timely and effective solutions, ensuring a positive customer experience.
Key Responsibilities
1. Customer Interaction:
- 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.
2. Product Knowledge:
- 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.
3. Issue Resolution:
- Tiered Support: Escalate complex issues to higher tiers when necessary.
- 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.
4. Customer Satisfaction:
- First-Contact Resolution: Strive for first-contact resolution whenever possible.
- Professionalism: Maintain a positive and professional demeanour even during challenging interactions.
- Customer Feedback: Collect feedback and identify areas for improvement.
5. 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.
6. 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.
Company Profile
Pi-Square Technologies LLC is a state-of-the-art Automotive Embedded Engineering, and Consulting company; having association with major OEMs and various Tier 1 suppliers in Automotive Industry. Headquartered at Detroit Area, Michigan (USA), and bringing in industry expertise of over two decades, it is trusted by its clientele of various Fortune 500 Companies. We have positioned diversity and inclusion as a catalyst for achieving our business objectives. Through our strategic alliances with diverse organizations in the communities where we live, work and serve, we consistently deliver high-quality, market-specific business solutions to our customers.
