Consumer Support Specialist - Level 2

Position Summary


The Modern Life, Gaming and Customer Service (MLGCS) team, also known as the MS Consumer team, provides Tier 1 and Tier 2 customer experience and technical support for Microsoft end users. You'll become proficient in top-tier Microsoft products such as Office, Windows, Skype, and Teams, collaborating within a cluster to support and learn from colleagues. Each cluster works in unison to deliver exceptional customer support.


Key Responsibilities


Act as the primary point of contact for customers, collecting necessary information to resolve cases, managing expectations, and providing guidance on solutions while technical teams address critical system issues.
Determine appropriate severity level, category, priority, and team for escalated situations.
Oversee the complete customer case lifecycle to ensure accurate and timely incident resolution, proactively following up and engaging with clients.
Coordinate with technical engineers, subject matter experts, and team members to validate approaches, escalating to higher-level technical support when necessary.
Maintain comprehensive documentation for all cases, including queries, process steps, and resolutions in line with commitments and prescribed protocols, always safeguarding confidential and sensitive information.
Provide guidance to junior support engineers as needed.


Requirements

MS Consumer is an ideal fit if you:


Have experience in customer service, technical support, or IT.
Are customer-focused, take initiative, and strive to exceed expectations.
Are a proactive and collaborative team player.
Can adapt quickly to changing situations.
Are fluent in both written and spoken English.


For This Position


2-3 years of experience in customer service, customer support, or related technical support role with a solid understanding of technology-based/customer support required.
Must have completed the mandatory 1-year NYSC or possess an exemption certificate.
Fluency in both written and verbal English is essential.
Higher education in a technology discipline or technical certifications preferred.
Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. is necessary.
Familiarity with IT and/or customer support hardware/software/operating systems is required.
Customer focus, initiative, and drive to surpass expectations are crucial.
Creativity, adaptability, and strong problem-solving skills are essential.
Ability to work independently while knowing when to collaborate is required.