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 Windows system 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.

REQUIREMENTS
1. Technical Skills
- Proven experience in providing technical support to end-users (at least 1 year).
- Strong understanding of Microsoft Windows systems, especially Domain Service or Networking.
- Familiarity with IT troubleshooting methodologies and tools.
2. 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.
3. 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.
4. Shift Availability: Available to work rotating shifts as determined by the manager.
BENEFITS
- Competitive salary depending on experience
- 90% contribution of the gross salary to social insurance from the company side
- Full salary during the probationary period
- 12 days of annual leave, 8 days of sick leave
- Annual Health Checkup
- Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)