Subject Matter Expert - 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 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:

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:

• 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.