Technical Support Specialist

Live Connections; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading IT service provider in Hyderabad seeks a Senior Manager Client Servicing. This role involves assisting customers with technical issues related to Windows software and hardware. Responsibilities include troubleshooting, customer interaction, and maintaining product knowledge. Candidates should have an MBA in Human Resource and exceptional communication skills. The position is full-time and offers a collaborative work environment.

Qualifications

• Experience in technical support for consumer products.
• Ability to troubleshoot software issues effectively.
• Strong customer service skills and communication.

Responsibilities

• Engage with customers to understand their needs.
• Diagnose and resolve technical issues reported by customers.
• Document interactions and follow-up actions.

Skills

Customer Interaction

Troubleshooting

Effective Communication

Product Knowledge

Network & Connectivity

Case management

Knowledge sharing

Professionalism

Cross-functional collaboration

Education

MBA in Human Resource

Tools

Microsoft Remote Desktop

Job description

Overview

Senior Manager Client Servicing | MBA in Human Resource

Role Overview: As a Technical Support Advocate, you will be the frontline representative for consumer products. Your primary responsibility is to assist customers with technical issues related to Windows software, hardware, and services. You’ll provide timely and effective solutions, ensuring a positive customer experience.

Key Responsibilities

• Customer Interaction: Engage with customers to understand their needs and provide appropriate technical support.
• 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.
• Product Knowledge: Develop and maintain knowledge of Microsoft products, including Windows, Office/Microsoft 365, 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.
• 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.
• Customer Satisfaction: Strive for first-contact resolution whenever possible and maintain professionalism.
• Professionalism: Maintain a positive and professional demeanor even during challenging interactions.
• Customer Feedback: Collect feedback and identify areas for improvement.
• Cross-Functional Collaboration: Collaborate with engineering and product management to address recurring issues.
• Knowledge Sharing: Contribute to internal knowledge bases and share best practices.
• Quality Assurance: Ensure adherence to policies and quality metrics.
• Adherence to Policies: Follow Microsoft’s support policies and guidelines.
• Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.

Technical Support Skills

• Post-install Support: Assist with delivering appropriate post-install technical support.
• Troubleshooting: Troubleshoot post-install software issues (Windows, Office, etc.), cross-platform.
• Network & Connectivity: Assist with device network and connectivity issues (Internet, Browsing), cross-platform, addressing with how-to questions.

Seniority level

• Associate

Employment type

• Full-time

Job function

• General Business

Industries

• IT Services and IT Consulting and Technology
• Information and Media