Customer Support Engineer (Microsoft Windows)

Your role & responsibilities

Provide technical support to Microsoft consumers:

• Effectively communicate technical information and troubleshooting steps to Microsoft consumers via phone and email in English.
• Utilize strong knowledge of Windows system to diagnose and resolve customer issues.
• Clearly document customer interactions, resolutions, and knowledge gained for future reference and team knowledge sharing.

Maintain high-quality service delivery:

• Adhere to service level agreements (SLAs) and performance metrics.
• Proactively identify and escalate critical issues.
• Contribute to continuous improvement of support processes and knowledge base.

Ensure data security and compliance:

• Strictly adhere to Microsoft's Code of Business Conduct and data privacy guidelines.
• Safeguard customer Personally Identifiable Information (PII) at all times.
• Maintain confidentiality of sensitive information.

Communication & Interpersonal Skills:

• Excellent written and verbal communication skills in English (fluency required).
• Outstanding customer service skills with a focus on empathy, patience, and active listening.
• Ability to clearly and concisely explain technical concepts to technical and non-technical customers.

Professional Attributes:

• Passion for technology and a desire to learn and grow within the IT industry.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Adaptability and flexibility to work in a fast-paced environment.

Shift Availability: Available to work rotating shifts as determined by the manager.