Technical Support Advocate at Tek Experts

Requisiton ID.: 5052
Location: Victoria Island, Lagos
Categories: Technical Support

Job Description

• 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.

Responsibilities
This role will:

• Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
• Assign appropriate severity level, category, priority, and team to each incident.
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher level technical support as needed.
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

Qualifications
In this role:

• Higher-level education (HND / B.Sc / B.Tech) is required
• NYSC completion / Exemption certificate is required.
• Certifications relevant to the product are helpful.
• Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support required.
• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
• Familiarity with IT and/or software systems required.
• Customer obsession, initiative, anddrive to exceed expectations required.
• Creativity, adaptability, and strong problem-solving skills required.
• Ability to work independently but know when to collaborate required.

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.