Technical Support @Hyderabad/Salary Upto 6 LPA

Greetings from KVC CONSULTANTS LTD.

HIRING FOR LEADING ITES MNCs - INTERNATIONAL Process in Hyderabad --

Candidates residing in Hyderabad may apply for the same

PROFILE 1- Largest MNC in India - Gachibowli Hyderabad.

( excellent English communication needed skills mandatory )

Profile 1

Graduates with 1 year of international experience

Salary Rs 4 LPA

5 Days working/Rotational shifts/Cabs Available.

Gachibowli Hyderabad.

Profile 2:

Graduates with 2 year of international experience

Salary Rs 6 LPA

5Days working/Rotational shifts/Cabs Available.

Gachibowli Hyderabad.

Role Overview:

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

Key Responsibilities:

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.

Customer Feedback: Collect feedback and identify areas for improvement.

4 Collaboration:

Cross-Functional Teams: Collaborate with other teams (engineering, product management) to address recurring issues.

KEY SKILLS REQUIRED:

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

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