Overview The MS Consumer team, also known as the Modern Life, Gaming and Customer Service (MLGCS) team, provides Tier 1 and Tier 2 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.
Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and 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.
Responsibilities 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 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 Technical Competencies:
1-2 years’ experience in customer and technical support – customer facing. Must have completed the compulsory 1-year NYSC or have an exemption certificate. Strong understanding and technical knowledge of IT concepts. Basic knowledge of Microsoft Office 365 applications, tools, windows, printers & drivers. Familiar with installation, updating and upgrading of operating systems. Office for Mac & Windows Operating Systems. Knowledge of Office365 for Apple iOS Devices & Office365 for Android Devices. Understanding of existing and emerging Microsoft applications. Ability to explain technical jargon in easy-to-understand terms. Higher-level education in a technology discipline or technical certifications preferred Communication and behavioral competencies. Excellent written and verbal communication skills with great soft skills. Great multi-tasking skills. Ability to work in a dynamic environment and adapt to changes. Patient and empathetic. Customer obsession/focus. Collaborative team player. Organized and customer-oriented. Innovative and open to learning.
