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  • Posted: May 22, 2020
    Deadline: Not specified
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  • Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve. By delivering unrivaled levels of business and IT support, we make sure nothing gets in the way of our clie...
    Read more about this company

    Technical Support Engineer

    We’re Tek Experts, a leading global provider of technical support and professional services on behalf of the world’s largest IT companies.

    We’re growing rapidly and looking for Technical Support Engineers to join one of our support teams.

    About the role

    As a customer-facing support engineer, your role will be to provide phone and email-based technical support to corporate customers while ensuring ticket resolution and customer satisfaction.

    What we’re looking for

    People with all levels of experience so if you are just starting in your career or have been a support engineer or manager, this is the role for you.

    Working with one of our key customers, you will be supporting everything related to the technology team you are in which could include:

    • Azure
    • Dynamics
    • Office 365
    • Networking
    • Active Directory
    • Virtual Machines

    You will also be supported by our Quality Assurance team, Domain Experts, and the Training and Development department, to ensure you have a comprehensive induction and training program and deliver extraordinary customer service.

    What you’ll be doing

    • Act as the advanced technical contact for troubleshooting customer issues
    • Deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including issues escalated to the highest level of management
    • Collaborate with domain experts (SMEs) and escalation managers when additional support is needed
    • Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate measures to all parties involved
    • Seek supplemental training to improve performance and develop a specialization

    Skills and experience you’ll need

    • At least 1 years’ experience in a technical or customer support role
    • Strong research, problem-solving and troubleshooting skills
    • Ability to work well independently and as part of a team
    • Excellent customer service skills
    • Passion for technology and learning
    • Good knowledge of at least one relevant technology

    go to method of application »

    Operations Manager (Office 3650)

    Job Description

    • We're growing rapidly. Would you like to join us?
    • Are you looking for a rapidly growing company to take your career to the next level?
    • Do you have a passion for delivering best-in-class IT support directly to consumers?
    • Does taking responsibility for delivering extraordinary customer service while travelling the world interest you?
    • Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations.

    What are we looking for?

    • We’re looking for a superstar Operations manager of Office 365 to join our management team.
    • With a background in IT support and extensive customer experience, you will monitor, grow and lead the overall performance and targets of your staff setting and surpassing targets.
    • Your success will be driven from your previous experience of leading support teams of at least 500 people spread across the globe.
    • Reporting to the Chief Operations Officer, you will have complete control to deliver exceptional customer support 24/7 worldwide, for a leading global tech company.

    Job Tasks and Responsibilities

    • Pro-actively manage client, staff and organizational requirements to meet key customer KPI`s and SLA’s including accurate reporting of performance and delivery.
    • Ensure effective client delivery through management of headcount, talent acquisition; lines of communications with internal and external partners, performance management and people development.
    • Take ownership of business processed which may involve building new or improving current processed and then implementation and maintenance.
    • Ensure stakeholders (internal and external) are proactively managed including senior client contacts, international stakeholders and partners including such areas as operational updates, plans and issues and business and workflow reviews to diagnose areas of improvement.
    • Driving CSAT and pushing for reaching an extra mile – growth and expansion for LOBs based in partnership and ace results.
    • Client Interaction – managing the relationship and brand; Innovation to improve efficiency and effectiveness of service delivery.
    • Manage action planning and implementation of outcomes by ensuring effective reporting is in place.

    Key qualifications

    • 10+ years of relevant experience in the IT/BPO sector.
    • Strong organizational, planning, leadership and management skills with presentations skills all delivered with a confident and professional manner.
    • Experience leading a support team of at least 300 global team members.
    • Excellent soft skills including critical thinking, decision making, conflict resolution, influence and negotiation skills.
    • Experience in multinational environment.
    • Committed to self-development and the development of others

    Method of Application

    Use the link(s) below to apply on company website.

     

  • Send your application

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Average Salary at Tek Experts
₦ 130K from 20 employees
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