IT Support Engineer (Microsoft Products)

Your role & responsibilities
1. 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 Microsoft Products to diagnose and resolve customer issues.
• Clearly document customer interactions, resolutions, and knowledge gained for future reference and team knowledge sharing.
2. 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.
3. 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.