Technical Support Advocate at Tek Experts

Tek Experts is a tech services and support company focused on delivering specializedand unique solutions for clients.We’re problem solvers, engagers, and creativethinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you craveproblem-solving, finding improvement in process, learning, and working within adiverse global team, you're the fit we're looking for. Join our global team of expertsand 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.

We are recruiting to fill the position below:

Job Title: Technical Support Advocate

Location: Lagos

Job Summary

• 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 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 escalated situations.
• 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 share guidance with 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.

Application Closing Date
10th November, 2024.