Technical Support Advocate Stage 2 - Consumer

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 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.


In This Role


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.