Subject Matter Expert – Consumer at Tek Experts

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.

Job Title: Subject Matter Expert – Consumer

Location: Victoria Island, Lagos

Employment Type: Full-time

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

• Serve as the primary point of escalation in cases with severe business impact (i.e., revenue or financial) for large or demanding customer accounts.
• Solve technical problems for multiple topics and processes, developing new methodologies for resolution as needed.
• Deliver an excellent customer experience through timely and accurate case resolutions.
• Identify challenges and knowledge gaps on the team, collaborating with stakeholders and colleagues to address issues.
• Work with client representatives to understand, document, and implement tools and processes for the team.
• Collaborate on cross-team and cross-product technical escalations to resolve customer issues quickly.
• Develop and deliver training material to ensure continuous improvement of the team’s technical knowledge and customer satisfaction among internal and external stakeholders.
• Participate in the hiring process by verifying candidate technical knowledge and experience.

Qualifications

• 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.
• At least 4 years of experience in technical support, software support, IT operations, and/or infrastructure services 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 equivalent experience in technical solutions implementation or a technology consulting role is required.
• Proficiency with Microsoft products, technologies, operating systems, and the Microsoft Office suite is required.
• Advanced proficiency with customer hardware, software, operating systems, programming languages, and cloud-based technologies.
• Customer obsession, initiative, and the drive to exceed expectations are required.
• Creativity, adaptability, and strong problem-solving skills are required.

Empowering Leadership and Innovation:
At Tek Experts, we are committed to fostering a culture of inspiring leadership and innovation. Our core leadership competencies are integral to our success:

• Inspire: We prioritize creating an inclusive environment, leading with purpose, and acting with integrity and respect
• Build: Our leaders own business growth, drive innovation, and continuously strive for excellence.
• Deliver: We focus on setting clear priorities, embracing agility and change, and fostering collaboration for growth.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should :
Click here to apply online