Product Support Advocate (Microsoft Consumer Products)

Infosys BPM; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

Infosys BPM is hiring a Product Support Advocate to assist customers using Microsoft consumer products. You will be the first point of contact, diagnosing and resolving technical issues across Windows, Microsoft 365, Outlook, and related services.

Join a global team delivering world-class support across voice, chat, and email channels. The role requires 1–3 years in Microsoft product support or related tech support environments and a passion for delivering excellent customer experiences.

Qualifications

• Hands-on experience in Microsoft Product Support
• Experience in Technical Support, Service Desk, Helpdesk, IT Support, Desktop Support, or Customer Support roles
• Strong exposure to troubleshooting Microsoft products and services
• Experience documenting support cases and managing customer interactions
• Experience providing customer support through voice, chat, or email channels
• 1+ years of experience in related environments; Microsoft technologies preferred

Responsibilities

• Provide outstanding support to customers through phone, chat, and email channels.
• Diagnose, troubleshoot, and resolve technical issues related to Microsoft products and services.
• Deliver end-to-end support while ensuring a seamless customer experience.
• Handle "How-To" inquiries and guide customers through product features, configurations, and best practices.
• Simplify complex technical concepts for non-technical users with clarity and confidence.

Skills

Microsoft product support

Technical support

Customer support

Troubleshooting

Omnichannel support

Tools

Microsoft support tools

Job description

Product Support Advocate (Microsoft Consumer Products)

Location: [Hyderabad] Employment Type: Full-Time Shift: Rotational Shifts (24/7)

Required Experience: 1 to 3 years of relevant experience

Join the Frontline of Microsoft Customer Experience

Are you passionate about technology and delivering exceptional customer experiences? Do you have hands‑on experience supporting Microsoft products and helping customers resolve technical issues

We are looking for a Product Support Advocate who thrives on solving problems, engaging with customers, and providing world‑class support across Microsoft's ecosystem. This role is ideal for professionals with a strong background in Microsoft Product Support, Technical Support, Service Desk, Helpdesk, Desktop Support, or Customer Support environments who are eager to make a meaningful impact on customer success.

As a Product Support Advocate, you will be the trusted advisor and first point of contact for customers using Microsoft products and services, helping them overcome technical challenges and maximize value from their Microsoft experience.

Why Join Us?

Work with globally recognized Microsoft products and technologies

Build expertise across Windows, Microsoft 365, Surface Devices, and Microsoft Consumer Services

Collaborate with high‑performing teams in a customer‑centric environment

Enhance your technical troubleshooting and customer engagement skills

Grow your career within one of the world's leading technology ecosystems

Key Responsibilities

Customer Support & Technical Troubleshooting

• Provide outstanding support to customers through phone, chat, and email channels.
• Diagnose, troubleshoot, and resolve technical issues related to Microsoft products and services.
• Deliver end‑to‑end support while ensuring a seamless customer experience.
• Handle "How-To" inquiries and guide customers through product features, configurations, and best practices.
• Simplify complex technical concepts for non‑technical users with clarity and confidence.

Microsoft Product Expertise

• Develop deep knowledge of Microsoft consumer technologies, including:
• Windows Operating Systems
• Microsoft 365 Applications
• Outlook
• OneDrive
• Surface Devices
• Microsoft Accounts & Services
• Microsoft Store Applications
• Stay updated on product releases, feature enhancements, updates, and known issues.
• Promote and guide customers toward self‑service and Microsoft support resources.

Case Resolution & Customer Advocacy

• Deliver efficient and accurate issue resolution while maintaining a high level of customer satisfaction.
• Utilize remote troubleshooting tools and support technologies to resolve customer issues.
• Escalate complex technical cases to appropriate support teams when required.
• Ensure accurate documentation of troubleshooting steps, resolutions, and customer interactions.
• Take ownership of customer issues until successful resolution.

Service Excellence

• Drive First Contact Resolution (FCR) whenever possible.
• Demonstrate empathy, patience, and professionalism in every customer interaction.
• Maintain high‑quality standards while meeting productivity and service metrics.
• Gather customer feedback and identify opportunities to improve support experiences.

Collaboration & Knowledge Sharing

• Partner with Engineering, Product, and Operations teams to address recurring issues.
• Contribute to knowledge bases, process improvements, and best practice documentation.
• Share technical expertise and insights with peers and stakeholders.

Mandatory Requirements

Must-Have Experience

Hands‑on experience in Microsoft Product Support

Experience in Technical Support, Service Desk, Helpdesk, IT Support, Desktop Support, or Customer Support roles

Strong exposure to troubleshooting Microsoft products and services

Experience providing customer support through voice, chat, or email channels

Proven ability to diagnose and resolve technical issues in a customer‑facing environment

Experience documenting support cases and managing customer interactions

Experience

• 1 plus years of Experience in Technical Support, Product Support, Service Desk, Helpdesk, Desktop Support, or Customer Service environments.
• Prior experience supporting Microsoft technologies is highly preferred.
• Consumer product support experience will be an advantage.

What Makes You Stand Out?

Experience supporting Windows, Microsoft 365, Outlook, Surface Devices, and Microsoft consumer products.

Exceptional customer handling and de‑escalation skills.

Strong troubleshooting mindset with a passion for delivering first‑call resolution.

Proven track record of achieving customer satisfaction and quality metrics.