Description

Job Title: Technical Support Advocate

We’re looking for a Technical Support Advocate 2 team member to serve as first point of contact for customer queries. You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat. This role shares knowledge with colleagues to help deliver exceptional customer service and improve service levels.

Accelerating Progress. Securing Futures.

At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

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 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, 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.
• 2 – 3 years of experience in a customer service, customer support or related technical support role and 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 required.
• Higher-level education in a technology discipline or technical certifications 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 required.
• Creativity, adaptability, and strong problem-solving skills required.
• Ability to work independently but know when to collaborate required.

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