Technical Support Advocate Stage 2 – Consumer at Tek Experts | Jobs in Nigeria

We are recruiting to fill the position below:

Job Title: Technical Support Advocate Stage 2 – Consumer

Req ID: 15163
Location: Victoria Island, Lagos
Employment Type: Full-time

Overview

• We’re looking for a Technical Support Advocate 2 team member to serve as the first point of contact for customer queries.
• You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat.
• This role shares knowledge with colleagues to help deliver exceptional customer service and improve service levels.

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 a 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.
• Mentor junior support engineers as needed.

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

• 2 – 3 years of experience in customer service, customer support or related technical support roles and a good understanding of technology-based/customer support 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 technical certifications preferred.
• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.
• Proficiency with IT and/or customer support hardware/software/operating systems required.
• Customer obsession, initiative, and drive to exceed expectations required.
• Creativity, adaptability, and strong problem-solving skills are required.
• Ability to work independently but know when to collaborate required.