Black And White Business Solutions is seeking a dedicated International Technical Support Specialist to provide expert assistance to our global customer base. The ideal candidate will have strong technical troubleshooting skills, particularly with Microsoft products (Windows, Office, M365), and a solid understanding of account, payment, and billing management. You will be instrumental in resolving complex technical issues, guiding customers through product usage, and ensuring a seamless support experience.
Must-Have Skills
- Account & Payment Management: Proficiency in managing subscriptions, payment options, and customer profiles.
- Billing Management: Ability to understand billing processes and assist customers with billing-related inquiries.
- Sign-In Assistance: Competence in helping customers with sign-in or sign-up processes for various platforms.
- Refunds and Purchases: Capability to assist with refunds and guide customers through product purchases efficiently.
- Token Redemption: Expertise in helping customers redeem tokens, gift cards, and promotional codes.
- Download, Install, and Activate (DIA) Skills: Strong ability to assist customers with the download, installation, and activation of M365 and Windows products and services.
- Updating / Upgrading Products: Proficient in assisting with updating/upgrading products or services across different platforms.
- Purchasing Assistance: Skilled in assisting customers with purchasing a product or recommending appropriate solutions.
- Post-Install Technical Support: Competence in delivering the appropriate post-installation technical support.
- Troubleshooting Software Issues: Strong troubleshooting skills for post-installation software issues (Windows, Office, etc.) across various platforms.
- Device Network & Connectivity Issues: Ability to assist with device network and connectivity issues (Internet, Browse, etc.) across different platforms.
- How To Questions: Excellent at addressing and guiding customers through How To questions.
- Typing Speed: A minimum typing speed of 30 words per minute to ensure efficient documentation.
Good to Have Skills
- Comprehensive knowledge and expertise in Microsoft products and services, including strong troubleshooting capabilities and experience in delivering technical solutions.
Roles and Responsibilities
- Troubleshooting: Diagnose and resolve a wide range of technical issues reported by customers via phone, chat, or email.
- Active Listening: Understand customer concerns, ask relevant clarifying questions, and show empathy for their situation.
- Effective Communication: Clearly explain complex technical concepts to non-technical users in an understandable manner.
- Microsoft Ecosystem Expertise: Develop deep expertise in various Microsoft products, including Windows, Office, Microsoft 365, Windows on Surface devices, and other related services.
- Updates and Patches: Stay continuously informed about product updates, security patches, and known issues to provide accurate and timely support.
- Self-Service Guidance: Guide customers on effectively utilizing self-help resources and online documentation for common issues.
- Tiered Support: Accurately identify and escalate complex or unresolved issues to higher tiers of support when necessary, ensuring seamless transitions.
- Remote Assistance: Provide efficient remote troubleshooting assistance using tools like Microsoft Remote Desktop.
- Case Management: Document all customer interactions, solutions provided, and necessary follow-up actions accurately in the support system.
- First-Contact Resolution: Strive to resolve issues during the first customer interaction whenever possible, enhancing customer satisfaction.
- Professionalism: Maintain a positive, patient, and professional demeanor even during challenging or high-pressure interactions.
- Customer Feedback: Actively collect customer feedback and identify areas for improvement in products, services, or support processes.
- Cross-Functional Teams: Collaborate effectively with other internal teams (e.g., engineering, product management) to address recurring issues and improve overall customer experience.
- Knowledge Sharing: Contribute actively to internal knowledge bases and share best practices with team members to foster collective growth.
- Adherence to Policies: Strictly follow all Microsoft's support policies and guidelines to ensure compliance and consistent service delivery.
- Quality Metrics: Meet and exceed performance metrics related to response time, resolution time, and customer satisfaction.
Qualification
CTC Range
- 3 to 6 LPA (Lakhs Per Annum)
Notice Period
Contact: Niveditha HR Senior Analyst - TA-Delivery Black and White Business Solutions Pvt Ltd Bangalore, Karnataka, INDIA. Direct Number: 080-67432432 | WhatsApp: +91 9901039852 Email: [Confidential Information] | Website: www.blackwhite.in
