Job Title: Customer Service Representative
Location: [Remote]
Department: Customer Support
Reports To: Customer Service Manager
Job Summary:
As a Customer Service Representative at Microsoft, you will be the face of our customer care operations, assisting customers with a wide range of inquiries related to Microsoft products and services. Your role is critical in delivering high-quality, personalized customer support, troubleshooting issues, resolving complaints, and ensuring customer satisfaction. You will be responsible for creating an excellent customer experience through professional, proactive communication and efficient problem-solving skills.
Key Responsibilities:
• Customer Assistance: Respond to customer inquiries via phone, email, chat, or other channels to provide information, support, and solutions related to Microsoft products (e.g., Windows, Office, Azure, Xbox).
• Issue Resolution: Identify and troubleshoot technical issues, product malfunctions, and software bugs… while providing step-by-step assistance to customers.
• Escalations: Handle escalated customer issues by collaborating with internal teams to ensure prompt resolution.
• Documentation: Accurately document customer interactions, feedback, and issue resolutions in the CRM system to maintain comprehensive records.
• Product Knowledge: Stay up-to-date on Microsoft’s evolving product lines, features, and services to deliver accurate and timely support.
• Customer Education: Guide customers through product installations, updates, and maintenance to maximize their experience.
• Feedback Collection: Gather customer feedback to relay to product and service teams, contributing to continuous improvement.
Required Qualifications:
• Education: High school diploma or equivalent required; college degree preferred.
• Experience: 1-2 years of experience in customer service or technical support, preferably within the tech industry.
• Technical Skills: Familiarity with Microsoft products such as Windows, Office 365, and Azure; basic troubleshooting skills.
• Communication: Excellent verbal and written communication skills, with the ability to simplify complex information.
• Problem Solving: Strong analytical and problem-solving skills with a focus on customer satisfaction.
• Multitasking: Ability to manage multiple customer interactions at once, maintaining a positive attitude under pressure.
Preferred Qualifications:
• Technical Certifications: Certifications like Microsoft Certified: Azure Fundamentals, Microsoft 365 Certified, or equivalent are a plus.
• Language Skills: Proficiency in multiple languages is an advantage.
• Customer Focus: Demonstrated passion for providing excellent customer service and improving the customer experience.
Benefits:
• Competitive salary and benefits package
• Opportunities for professional growth and development
• Access to Microsoft product discounts and services
• Collaborative and inclusive work culture
