About Company
Microsoft is a global leader in software, services, devices, and solutions. Our mission is to empower every person and every organization on the planet to achieve more. We foster an inclusive culture that values diverse perspectives and experiences, offering exceptional opportunities for growth and innovation. Join a team dedicated to making a profound impact on the world through technology, customer obsession, and a passion for excellence.
Job Description
Are you a highly motivated and customer-focused individual with a passion for technology and a knack for problem-solving? Microsoft is seeking a dedicated Technical Support Specialist to join our remote team, serving customers from the comfort of your home in Jeffersontown, Kentucky. In this pivotal role, you will be the frontline hero for our users, providing expert technical assistance and ensuring seamless experiences with Microsoft products and services. You will troubleshoot a wide range of technical issues, guide users through complex solutions, and leverage your knowledge to resolve customer inquiries efficiently and effectively. This position offers a unique opportunity to work with cutting-edge technology, continuously expand your skill set, and contribute to Microsoft’s commitment to outstanding customer satisfaction, all within a flexible, remote work environment. If you thrive on helping others, possess strong diagnostic abilities, and are eager to grow your career with a world-renowned tech company, we encourage you to apply.
Key Responsibilities
- Provide expert technical support for Microsoft products and services (e.g., Windows, Office 365, Azure, Xbox) via phone, email, and chat.
- Diagnose and resolve complex technical issues, guiding customers through step-by-step solutions with clarity and patience.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in our CRM system.
- Collaborate with internal teams and escalate unresolved issues to the appropriate support tiers when necessary.
- Stay current with new Microsoft product releases, updates, and service changes through continuous learning and training.
- Educate customers on product features, best practices, and self-help resources to enhance their overall experience.
- Maintain high levels of customer satisfaction through professional, empathetic, and efficient service.
- Adhere to company policies and procedures, including security protocols and data privacy guidelines, within a remote work setting.
Required Skills
- 2+ years of experience in technical support, helpdesk, or a similar customer-facing technical role.
- Strong understanding of Windows operating systems (Windows 10/11) and common desktop applications.
- Proficiency in troubleshooting software, hardware, and network connectivity issues.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Demonstrated ability to work independently and manage time effectively in a remote environment.
- Strong problem-solving and analytical skills with keen attention to detail.
- Customer-centric mindset with a commitment to delivering exceptional service.
Preferred Qualifications
- Experience with Microsoft Office 365 suite (Outlook, Word, Excel, SharePoint, Teams).
- Familiarity with cloud services concepts (e.g., Azure, OneDrive).
- Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or similar.
- Experience with CRM software (e.g., Salesforce, Dynamics 365) for case management.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Paid parental leave.
- Employee assistance program for personal and professional support.
- Opportunities for professional development and continuous learning.
- Employee discounts on Microsoft products and services.
- Flexible work-from-home setup with potential for equipment stipends.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant technical support experience and demonstrates your passion for customer service. We look forward to reviewing your application!