Technical Support Advocate - Service Desk Role

About the Role

This position seeks an immediate joiner to offer L1.5 level technical assistance, focusing on service restoration, fulfilling service requests, and advising users to ensure optimal system availability and performance. The role involves providing frontline technical support for Microsoft consumer products, including software, hardware, and services, guaranteeing positive customer experiences.

Key Responsibilities

• Deliver technical troubleshooting and customer support via phone, chat, or email.
• Understand and empathize with customer concerns by active listening and asking relevant questions.
• Communicate technical information clearly to users without technical backgrounds.
• Gain and maintain deep knowledge of Microsoft products such as Windows, Office/Microsoft 365, and Surface devices.
• Stay updated on product updates, patches, and common issues.
• Guide customers in utilizing self-help materials and online resources effectively.
• Escalate unresolved or complex issues to advanced support tiers.
• Provide remote troubleshooting using tools such as Microsoft Remote Desktop.
• Maintain thorough documentation of customer interactions and resolutions.
• Aim for first-contact resolution and uphold professionalism in all interactions.
• Collect and utilize customer feedback for process and service improvement.
• Work collaboratively with engineering and product management teams to address recurring technical issues and contribute to knowledge bases.
• Adhere strictly to Microsoft support policies and meet performance standards related to responsiveness and customer satisfaction.

Required Skills and Experience

• Graduate with at least 1 year of experience in international technical support.
• Experience in technical support roles encompassing system diagnostics and issue resolution.
• Strong communication skills, capable of effectively engaging with international customers.
• Proficient problem-solving and analytical abilities with close attention to detail.
• Willingness to work rotational shifts, including nights if necessary.
• Knowledgeable of account and billing processes related to Microsoft subscriptions and payments.
• Ability to assist with downloading, installing, activating, updating, and upgrading Microsoft products across platforms.
• Familiarity with troubleshooting device network and connectivity issues.
• Patience, empathy, and capability to work in a fast-paced environment.
• Bachelor’s degree in Computer Science, Information Technology, or related fields preferred.
• Certifications like Microsoft Certified: Azure Fundamentals or M365 Fundamentals are advantageous.

Additional Information

• Location: Bangalore, Pune, Hyderabad
• Rotational shifts and rotational days off apply.

Contact

For inquiries, please contact the HR representatives as provided.