Technical Support Advocate – Stage 1 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.

We are recruiting to fill the position below:

Job Title: Technical Support Advocate – Stage 1

Ref #: 244769
Location: Lagos

Job Description

Do you have a passion for training and mentoring?
Do you have a deep knowledge of Microsoft SharePoint and experience planning, deploying and operating an Office 365 environment?
Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a Subject matter expert (SME) who will help to support our engineers in solving complex technical issues.

About the Role

Are you a natural problem solver?
Do you have an interest in different technologies and IT?
Do you think you can deliver exceptional customer service?
Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. Due to expansion we are looking to add to our team of Office 365 software support representatives.
As a customer facing software support specialist supporting Office 365, your role will be to provide phone and email based technical support to individual customers while ensuring ticket resolution and customer satisfaction. Supported by our quality assurance team, subject matter experts and training and development department, you will have a comprehensive induction and training program to ensure you deliver exceptional customer service.

Responsibilities
What you’ll be doing:

Act as the primary technical contact, deliver advanced technical troubleshooting and problem solving solutions for individual customers including, issues escalated to the highest level of management.
Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems.
Collaborate with subject matter experts and escalation managers when additional support is needed.
Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved.

Requirements
What you’ll need:

Superior researching, problem solving and troubleshooting skills.
Adaptability to work independently and part of a team bringing in experts when needed.
Excellent customer service skills.
Prior customer service or support experience required.
Passion for technology and learning.
Strong English skills (B2) written and verbal.
Interest in Office 365.

What We Offer