Hiring for Technical Support/ Service desk

Hi, Role: Technical Support/ Service desk Work Location: Hyderabad 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. Product Knowledge: 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 e…