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.

We are recruiting to fill the position below:

Job Title: Technical Lead – Consumer

Job ID: 14132
Location: Victoria Island, Lagos
Category: Technical Support

Overview

• We’re in search of an experienced Technical Lead – Consumer to join our technical team in a vital capacity as first point of escalation when technical knowledge requirements surpass initial levels of support.
• You will deal with cases for highly demanding customers, mentor your team members, and ensure the team’s technical acumen is consistently improving.

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.

Requirements
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.

Application Closing Date
Not Specified.