Technical Support Advocate

Job Title: Technical Support Advocate (Applicable for Customer Service or Technical Support)

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 Microsoft's support policies and guidelines.

• Quality Metrics

  : Meet performance metrics related to response time, resolution time, and customer satisfaction.

Technical Support Skills:

• Assisting with delivering

  the appropriate post install technical support.

• Troubleshooting

  with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
• Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform

  Addressing with

  "How To" Questions

Minimum Recommended Agent Skills and Abilities:

1. Accounts and Billing Skills

   :

• Account & Payment Management

  : Proficiency in managing subscriptions, payment options, and customer profiles.

• Billing Management

  : Understand billing processes and assist customers with billing-related inquiries.

• Sign-In Assistance

  : Help customers with sign-in or sign-up processes.

• Refunds and Purchases

  : Assist with refunds and guide customers through product purchases.

• Token Redemption

  : Help customers redeem tokens, gift cards, and promotional codes.

2. Customer Service Skills

   :

• Download Install and Activate (DIA) Skills:

  Assist with download, install and activation of M365 and Windows products and services.

• Assisting with Updating / Upgrading

  the Product or Service cross platform.

• Assisting

  with purchasing a product or recommend one appropriately.

3. Technical Support Skills:

• Assisting with delivering

  the appropriate post install technical support.

• Troubleshooting

  with post install Software Issues (Windows, Office, Etc., Etc.) cross platform
• Assisting with Device Network & Connectivity Issues (Internet, Browsing, Etc.) cross platform

  Addressing with

  "How To" Questions

Qualifications:

• Education

  : Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).

• Experience

  :
• Prior experience in technical support or customer service.
• Familiarity with Microsoft products and services.
• Certifications (e.g., Microsoft Certified: Azure Fundamentals, M365 Fundamentals) are a plus.

• Skills

  :
• Excellent communication skills (verbal and written).
• Problem-solving abilities.
• Patience and empathy.
• Ability to work in a fast-paced environment.

As a Technical Support Advocate, you'll play a crucial role in ensuring Microsoft's customers have a smooth experience with their products. Your dedication to solving their technical challenges will contribute to customer loyalty and satisfaction.