365 and Windows ( Technical Support Voice)

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.