Product Support Advocate - Hyderabad

Job Overview

We are seeking Product Support Advocates to join our team in Hyderabad, providing expert technical assistance to customers who use Microsoft software, hardware, and services. The role focuses on helping customers troubleshoot problems, answer procedural questions, and clearly explain solutions to ensure a positive service experience.

Key Responsibilities

• Respond to customer inquiries through phone calls, chat, and emails.
• Diagnose and resolve issues related to Microsoft products and services.
• Support users of Windows, Microsoft 365, Office suite, and Surface devices.
• Provide detailed guidance on usage and procedural questions in an easy-to-understand manner.
• Conduct remote troubleshooting sessions when necessary.
• Record customer issues and solutions meticulously.
• Aim to solve problems on the first interaction where feasible.
• Refer complex technical challenges to specialized teams.
• Maintain excellent customer satisfaction and uphold service quality standards.

Qualifications and Skills

• Bachelor's degree in Computer Science, Information Technology, or a related discipline preferred; equivalent technical experience considered.
• Previous experience in a technical support role is advantageous.
• Solid understanding of Microsoft technologies and services.
• Proficient verbal and written English communication skills.
• Effective problem-solving and troubleshooting capabilities.
• Ability to operate efficiently in a high-paced technical support environment.

Benefits

• Practical experience working with leading Microsoft products including Windows, Microsoft 365, Office, and Surface.
• Chance to engage with customers and collaborate within a global support network.