IT Technical Support Specialist

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ManpowerGroup Malaysia Full time
Job Description

A Post-Sales Customer Service Representative role involves handling all incoming inquiries on Microsoft's products, technologies, programs, policies, and services. The representative must be able to handle inquiries via various media channels both inbound and outbound.

Duties and Responsibilities:
  1. Respond to incoming emails related to Microsoft Customer Service.
  2. Provide high-level professional service assistance.
  3. Identify customer requirements and route them to the correct sales or technical specialist based on product specialty.
  4. Create and document interactions in tools supplied by Microsoft.
  5. Validate and register customer profiles in the system.
  6. Translate escalated incidents where necessary.
  7. Register, handle, answer, and escalate customer complaints.
  8. Provide general information about Microsoft products, technical support policies, and licensing.
  9. Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
  10. Effectively communicate resolution to customer issues.
  11. Verify Product ID (PID) is valid to grant support only to legal clients.
  12. Perform procedures accurately, including following Microsoft documented call flows, work processes, data entry requirements, and complaint management processes.
  13. Educate customers on Microsoft products and features.
Work Environment:

The ideal candidate will have excellent communication skills and be able to work effectively in a dynamic environment.



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