Detalii loc de munca
The client is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle. Acquire. Support. Renew. From initial customer acquisition through renewal – our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.
Responsibilities: • Interact with customers via an online community • Provide technical support for Microsoft customers using the tools and resources provided • Follow defined processes to create a positive customer and partner experience • Effectively communicate with customer via written correspondence in the Answers platform • Owning and resolving technical issues that are provided by the customers • Answer, Create, Merge, Split, and moderate posts and threads in the Answers Platform. • Prioritize customer engagement to meet Service Level Agreement (SLA) based on the severity of the case • Drive customer satisfaction and market share for Microsoft • Ability to answer users’ product/service related questions • Manage forums traffic and ensure an abuse free environment • Flag threads as questions or general discussions by adding tags (meta data) • Block or ban certain users with SPAM like activities or abusive content/post • Set alerts or notifications on threads and posts SKILLS Essential Criteria: • Customer Focus – Demonstrates 6 months experience in a customer service environment. • Specialist Expertise- Demonstrates excellent technical proficiency and in depth knowledge of Microsoft products • Working with Others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale • Planning & Organising - Ability to multitask, plan and prioritise workload • Effective Communication - Excellent communication skills both verbal and written. Experience of dealing with internal/external customers • Resilience - Demonstrates resilience and ability to work on own initiative • Problem Solving - Demonstrates problem solving and troubleshooting skills • Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets • Managing Change- Ability to work effectively in a fast-pace, dynamic and changing environment • Negotiation and Influencing - Excellent negotiation skills and ability to deal confidently with escalations /complaints