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ON - SITE SOFTWARE SUPPORT SPECIALIST
Nairobi, Kenya
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Only on FuzuHardware Design Developer
Remote Role, Kenya
Closing: Jun 6, 2024
5 days remainingPublished: May 21, 2024 (12 days ago)
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Job Summary
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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:
- At least 4 years of experience in technical support, software support, IT operations, and / or infrastructure services are required.
- Must have completed the compulsory 1-year NYSC or have an exemption certificate.
- Proficiency in both written and spoken English is required.
- Higher - Level Education in a Technology Discipline, or equivalent experience in technical solutions implementation or a technology consulting role is required.
- Proficiency with Microsoft products, technologies, operating systems, and the Microsoft Office suite is required.
- Advanced proficiency with customer hardware, software, operating systems, programming languages, and cloud-based technologies.
- Customer obsession, initiative, and the drive to exceed expectations are required.
- Creativity, adaptability, and strong problem-solving skills are required.
Empowering Leadership and Innovation
At Tek Experts, we are committed to fostering a culture of inspiring leadership and innovation. Our core leadership competencies are integral to our success:
- Inspire: We prioritize creating an inclusive environment, leading with purpose, and acting with integrity and respect
- Build: Our leaders own business growth, drive innovation, and continuously strive for excellence.
- Deliver: We focus on setting clear priorities, embracing agility and change, and fostering collaboration for growth.
Responsibilities
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:
- At least 4 years of experience in technical support, software support, IT operations, and / or infrastructure services are required.
- Must have completed the compulsory 1-year NYSC or have an exemption certificate.
- Proficiency in both written and spoken English is required.
- Higher - Level Education in a Technology Discipline, or equivalent experience in technical solutions implementation or a technology consulting role is required.
- Proficiency with Microsoft products, technologies, operating systems, and the Microsoft Office suite is required.
- Advanced proficiency with customer hardware, software, operating systems, programming languages, and cloud-based technologies.
- Customer obsession, initiative, and the drive to exceed expectations are required.
- Creativity, adaptability, and strong problem-solving skills are required.
Empowering Leadership and Innovation
At Tek Experts, we are committed to fostering a culture of inspiring leadership and innovation. Our core leadership competencies are integral to our success:
- Inspire: We prioritize creating an inclusive environment, leading with purpose, and acting with integrity and respect
- Build: Our leaders own business growth, drive innovation, and continuously strive for excellence.
- Deliver: We focus on setting clear priorities, embracing agility and change, and fostering collaboration for growth.
- 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 the primary point of escalation in cases with severe business impact (i.e., revenue or financial) for large or demanding customer accounts.
- Solve technical problems for multiple topics and processes, developing new methodologies for resolution as needed.
- Deliver an excellent customer experience through timely and accurate case resolutions.
- Identify challenges and knowledge gaps on the team, collaborating with stakeholders and colleagues to address issues.
- Work with client representatives to understand, document, and implement tools and processes for the team.
- Collaborate on cross-team and cross-product technical escalations to resolve customer issues quickly.
- Develop and deliver training material to ensure continuous improvement of the team’s technical knowledge and customer satisfaction among internal and external stakeholders.
- Participate in the hiring process by verifying candidate technical knowledge and experience.
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