At TeKnowledge, we turn complexity into clarity – and potential into progress. We go beyond problem-solving to transform how you grow. By blending cutting-edge technology with expert insight, we help enterprises, governments and tech vendors tackle their biggest challenges while preparing them for what’s next. From strategy to execution, we drive smarter...
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The Recovery Team delivers world-class management of critical escalations for non-premier customers, quickly solving issues that affect business.
You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue.
This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.
This role will:
Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
Mentor junior specialists as needed or requested by management.
In this role
2 – 3 years of experience in customer service, customer support, or technical support is required.
Some higher-level education is preferred.
Certifications relevant to the product are helpful.
Must have completed the compulsory 1-year NYSC or have an exemption certificate.
A valid and up to date National Identity Card/NIMC slip is required upon commencement of this role.
Recovery is a good fit for you if:
You’re familiar with Microsoft products, programs, and services.
You have customer service experience and a desire to learn new technical skills.
You have strong negotiation and problem-solving skills.
You’re good at developing and maintaining positive working relationships.
You’re an excellent multi-tasker with great organizational skills.
You’re proficient in both written and spoken English.
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