Consumer Product Subject Matter Expert (SME) at Tek Experts

Req ID: 14198

Job Description

• We’re in search of a highly knowledgeable Subject Matter Expert - Consumer to join us in a senior technical role.
• You will be responsible for the technical advancement of the staff and identifying opportunities for product improvement.
• In this role, you will serve as advisor to your team for technical questions and problems, guiding and partnering with your team members to solve complex issues.
• You should expect to be highly involved in coaching, mentoring, and training your team to increase their technical knowledge, and to take the lead on cases with high business impact.  

Driving exceptional outcomes with purpose-built solutions:

• Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. 
• We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.
• Our agile, relationship-based support helps the largest, most innovative enterprises thrive.
• If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
• Tek Experts is part of TeKnowledge - where innovation meets purpose. We’re transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.

Responsibilities

• The MS Consumer team, also known as the Modern Life, Gaming and Customer Service (MLGCS) team, provides Tier 1 and Tier 2 customer experience service and technical support to Microsoft end users.
• You’ll learn top-tier Microsoft products including Office, Windows, Skype, and Teams, collaborating with your teammates as part of a cluster to support and learn from each other. Each cluster works together to provide a great customer support experience.  

This role will:

•  Serve as the primary point of escalation in cases with severe business impact (i.e., revenue or financial) for large or demanding customer accounts.
•  Solve technical problems for multiple topics and processes, developing new methodologies for resolution as needed.
•  Deliver an excellent customer experience through timely and accurate case resolutions.
•  Identify challenges and knowledge gaps on the team, collaborating with stakeholders and colleagues to address issues.
•  Work with client representatives to understand, document, and implement tools and processes for the team.
•  Collaborate on cross-team and cross-product technical escalations to resolve customer issues quickly.
•  Develop and deliver training material to ensure continuous improvement of the team’s technical knowledge and customer satisfaction among internal and external stakeholders.
•  Participate in the hiring process by verifying candidate technical knowledge and experience.

Qualifications
MS Consumer is a good fit for you if:

•  You have customer service, technical support, or IT experience.
•  You’re customer-obsessed, take the initiative, and exceed expectations.
•  You’re a proactive, collaborative team-player.
•  You’re able to adapt quickly as situations change.
•  You’re proficient in both written and oral English.

In this role:

• At least 4 years of experience in technical support, software support, IT operations, and / or infrastructure services are required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Proficiency in both written and spoken English is required.
• Higher - Level Education in a Technology Discipline, or equivalent experience in technical solutions implementation or a technology consulting role is required.
• Proficiency with Microsoft products, technologies, operating systems, and the Microsoft Office suite is required.
• Advanced proficiency with customer hardware, software, operating systems, programming languages, and cloud-based technologies.
• Customer obsession, initiative, and the drive to exceed expectations are required.
• Creativity, adaptability, and strong problem-solving skills are required.

Empowering Leadership and Innovation
At Tek Experts, we are committed to fostering a culture of inspiring leadership and innovation. Our core leadership competencies are integral to our success:

• Inspire: We prioritize creating an inclusive environment, leading with purpose, and acting with integrity and respect
• Build: Our leaders own business growth, drive innovation, and continuously strive for excellence.
• Deliver: We focus on setting clear priorities, embracing agility and change, and fostering collaboration for growth.