Service Desk(technical support)SME salary upto 7lks

Ignites Human Capital; Pune District; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

Rotational Shift

Rotational OFF

Job summary

Ignites Human Capital in India invites applications for an immediate joiner as a Technical Support Advocate. You will provide L1.5 level technical support, help restore services, fulfill service requests, and advise users to maximize availability and performance of Microsoft software and devices.

The role requires a graduate with at least 1 year in international tech support, strong communication and problem-solving skills, and the ability to troubleshoot Windows, Office 365, and related

Qualifications

• Graduate with minimum 1 year of experience in international technical support.
• Experience as Technical Support agent handling systems, diagnostics and resolution.
• Familiarity with Microsoft consumer products and services is a plus.
• Strong communication and problem-solving abilities.
• Ability to work in a fast-paced environment and deliver quality support.

Responsibilities

• 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.
• Product Knowledge: Develop expertise in Microsoft products, including Windows, Microsoft365, Windows on Surface devices, and more.
• 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.
• Quality Metrics: Meet targets related to response time, resolution time, and customer satisfaction.

Skills

Technical Support

Troubleshooting

Customer service

Communication skills

Problem-solving

Empathy

Education

Bachelor's degree in Computer Science/IT

Tools

Windows

Microsoft 365

Remote Desktop

Windows OS

Job description

Role Designation

Looking for an immediate joiner.

Position Summary

Provide L 1.5 level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and

Prerequisites:

• Graduate,with minimum of 1 year of experience into International technical Support
• Experience of working as a Technical Support agent showing experience of systems, support, diagnostic and resolution
• Role Overview:
• 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. Youll provide timely and effective solutions, ensuring a positive
• customer experience.
• Key Responsibilities:
• 1. Customer Interaction:
• o Troubleshooting: Diagnose and resolve technical issues reported by customers via
• phone, chat, or email.
• o Active Listening: Understand customer concerns, ask relevant questions, and
• empathize with their situation.
• o Effective Communication: Clearly explain technical concepts to non-technical
• users.
• 2. Product Knowledge:
• 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.
• 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 professional demeanour 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.
• Technical Support Skills:
• o Assisting with delivering the appropriate post install technical support.
• o Troubleshooting with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
• o Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform
• Addressing with "How To" Questions
• Minimum Recommended Agent Skills and Abilities:
• While additional skills can be developed through training, the following prerequisites are essential for
• supporting Microsoft consumers:
• 1. Accounts and Billing Skills:
• o Account & Payment Management: Proficiency in managing subscriptions, payment options,
• and customer profiles.
• o Billing Management: Understand billing processes and assist customers with billing-related
• inquiries.
• o Sign-In Assistance: Help customers with sign-in or sign-up processes.
• o Refunds and Purchases: Assist with refunds and guide customers through product
• purchases.
• o Token Redemption: Help customers redeem tokens, gift cards, and promotional codes.
• 2. Customer Service Skills:
• o Download Install and Activate (DIA) Skills: Assist with download, install and activation of
• M365 and Windows products and services.
• o Assisting with Updating / Upgrading the Product or Service cross platform.
• o Assisting with purchasing a product or recommend one appropriately.
• 3. Technical Support Skills:
• o Assisting with delivering the appropriate post install technical support.
• o Troubleshooting with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
• o Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform
• Addressing with "How To" Questions
• Qualifications:
• Education: Bachelors degree in computer science, Information Technology, or related field (or
• equivalent experience).
• Experience:
• o Prior experience in technical support or customer service.
• o Familiarity with Microsoft products and services.
• o Certifications (e.g., Microsoft Certified: Azure Fundamentals, M365 Fundamentals) are a
• plus.
• Skills:
• o Excellent communication skills (verbal and written).
• o Problem-solving abilities.
• o Patience and empathy.
• o Ability to work in a fast-paced environment.
• As a Technical Support Advocate, youll play a crucial role in ensuring Microsofts customers have a
• smooth experience with their products. Your dedication to solving their technical challenges will contribute
• to customer loyalty and satisfaction.
• Note:Rotational Shift
• Note:Rotational OFF
• Location:/Pune/Mysore/bangalore