Responsibilities
Security Measures: Clearly document customer interactions, resolutions, and knowledge gained for future reference and team knowledge sharing.
Technical Support: Effectively communicate technical information and troubleshooting steps to Microsoft consumers via phone and email in English.
Data Security: Strictly adhere to Microsoft's Code of Business Conduct and data privacy guidelines; Safeguard customer Personally Identifiable Information (PII) at all times; Maintain confidentiality of sensitive information.
Quality Assurance: Utilize strong knowledge of Windows system to diagnose and resolve customer issues; Adhere to service level agreements (SLAs) and performance metrics; Proactively identify and escalate critical issues; Contribute to continuous improvement of support processes and knowledge base.
Requirements
Problem Solving: Familiarity with IT troubleshooting methodologies and tools; Strong problem-solving and analytical skills.
Communication: Excellent written and verbal communication skills in English (fluency required); Ability to clearly and concisely explain technical concepts to technical and non-technical customers.
Teamwork: Ability to work independently and as part of a team.
Adaptability: Adaptability and flexibility to work in a fast-paced environment.
Time Management: Available to work rotating shifts as determined by the manager.
Systems Monitoring: Strong understanding of Microsoft Windows systems, especially Domain Service or Networking.
Personal Attributes: Passion for technology and a desire to learn and grow within the IT industry.
Interpersonal Skills: Outstanding customer service skills with a focus on empathy, patience, and active listening.
Hands-On Experience: Proven experience in providing technical support to end-users (at least 1 year).
