Infosys Technical Support Chat Process salary 7lks Hyderbad location

Role Designation

Looking for an immediate joiner.

• Job Title: Product Support Advocate
• Role Overview:
• As a Product 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 demeanor 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.
• o 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

• Note:Rotational Shift
• Note:Rotational OFF
• Location:Hyderbad
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