365 and Windows ( Technical Support Voice)

ConfidentialPune

30+ days ago

Job description

We are seeking a knowledgeable professional for the O365 and Windows (Technical Support Voice) role. You will be responsible for providing technical assistance and troubleshooting for Microsoft Office 365 and Windows-related issues, ensuring excellent customer satisfaction through voice-based support. This role requires strong communication skills and a solid understanding of relevant technologies.

Roles & Responsibilities :

Provide comprehensive technical support to users experiencing issues with Microsoft Office 365 and Windows operating systems via voice calls.
Diagnose and resolve a wide range of technical problems, including software installation, configuration, error messages, and system performance.
Guide users through troubleshooting steps and solutions in a clear and understandable manner.
Document all support interactions and resolutions accurately in the designated ticketing system.
Escalate complex or unresolved issues to higher-level support teams when necessary, ensuring proper handover.
Maintain up-to-date knowledge of O365 features, Windows updates, and common technical issues.
Strive to achieve high customer satisfaction ratings and adhere to service level agreements (SLAs).

Skills Required :

Strong understanding of Microsoft Office 365 applications (e.g., Outlook, Word, Excel, PowerPoint, Teams) and their functionalities.

Solid knowledge of Windows operating systems (e.g., Windows 10, Windows 11) and common troubleshooting techniques.

Excellent verbal communication skills with a clear and professional phone demeanor.

Ability to explain technical concepts to non-technical users patiently and effectively.

Strong problem-solving and analytical skills to diagnose and resolve technical issues.

Familiarity with remote support tools and ticketing systems.

Customer-focused with a commitment to providing high-quality support.

QUALIFICATION :

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Skills Required

Windows Support, Technical Support, Voice support, Troubleshooting, Customer Service, Analytical Skills

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Technical Support • Pune