Technical Support

Job Description

Job Title: Technical Support / Service Desk Executive
Job Location

Hyderabad

Job Type

Full-time

Job Summary

We are looking for a customer-focused and technically skilled Technical Support / Service Desk Executive to provide high-quality support to customers across Microsoft products and services. The ideal candidate will be responsible for troubleshooting technical issues, delivering excellent customer service, and ensuring timely issue resolution through phone, chat, and email support.

Key Responsibilities
Customer Interaction & Troubleshooting
Diagnose and resolve technical issues reported by customers through:
Phone
Chat
Email
Practice active listening to understand customer concerns and provide appropriate solutions
Clearly explain technical concepts to non-technical users
Maintain professionalism and empathy during customer interactions
Product Knowledge & Support
Develop expertise in Microsoft technologies including:
Windows OS
Microsoft Office
Microsoft 365
Surface Devices
Stay updated on:
Product updates
Security patches
Known technical issues
Guide customers in using self-help resources and online documentation
Issue Resolution & Case Management
Provide remote troubleshooting support using tools such as Microsoft Remote Desktop
Escalate complex issues to higher-level support teams when necessary
Document customer interactions, troubleshooting steps, and resolutions in the support system
Ensure proper follow-up and closure of support cases
Customer Satisfaction
Strive for first-contact resolution whenever possible
Collect and analyze customer feedback for service improvement
Meet customer satisfaction standards and service quality expectations
Collaboration & Knowledge Sharing
Collaborate with cross-functional teams including:
Engineering
Product Management
Technical Teams
Contribute to internal knowledge bases and share best practices with team members
Quality Assurance
Follow organizational and Microsoft support policies and procedures
Meet key performance metrics related to:
Response Time
Resolution Time
Customer Satisfaction
Required Skills & Qualifications
Strong troubleshooting and technical support skills
Good understanding of Microsoft products and ecosystem
Excellent communication and interpersonal skills
Ability to explain technical issues in simple terms
Strong problem-solving and analytical abilities
Experience with remote support tools is an advantage
Customer-focused mindset with strong service orientation
Ability to work effectively in a team environment
Contact Details

Interested candidates can contact:

📞 Veera – 9071318133 / 9886348288