Technical Support Advocate, Stage 2 – 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: Technical Support Advocate, Stage 2 – Consumer

Job ID: 15163

Location: Victoria Island, Lagos

Employment Type: Full-time (Hybrid)

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 manner, 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 a customer service, customer support or related technical support role and a good understanding of technology-based/customer support 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 is 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 are required.
• Creativity, adaptability, and strong problem-solving skills are required.
• Ability to work independently, but know when to collaborate is required.

Why You’ll Enjoy It Here

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

Application Closing Date
Not Specified.

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