Technical Lead - Consumer at Tek Experts

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 primary point of escalation to own and resolve complex technical cases.
• Apply technical knowledge in complex situations, using technical documentation to identify appropriate remediation and collaborating with subject matter experts and escalation managers as needed.
• Identify gaps in process, technical, or case management knowledge among the team and collaborate with the subject matter expert to develop an improvement plan to resolve related issues.
• Oversee the quality of the team’s deliverables and execute quality improvement plans as needed.
• Review team performance, grow the team’s technical capabilities, enhance the quality of support, and boost the team’s productivity.
• Maintain the testing environment and the team’s adoption and usage of tools.
• Mentor junior team members, monitoring their work, offering guidance, and providing managers feedback about performance and behavior.

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:

• 3 - 5 years of experience in technical support, software support, IT operations, or infrastructure services support required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• Proficiency in both written and spoken English required.
• Experience in cloud-based technology support preferred.
• Higher-level education in a technology discipline and/or relevant technical certifications preferred.
• Advanced knowledge of technology-based environments & solutions required.
• Advanced certification in MS Azure, MCSE, CCNP, Linux, and/or other certification in one of the core technologies preferred.
• Comfort solving complex technical issues and the ability to work independently but know when to ask for help required.
• Customer-obsession, initiative, and a drive exceed expectations required.