Customer Support Officer

Company Name: Tech4mation Ltd

Job Description:

As a Customer Support Officer at [Company Name], you will be the first point of contact for our customers, assisting them with inquiries, technical issues, billing questions, and service-related concerns. Your goal is to provide outstanding customer service and ensure high levels of customer satisfaction by resolving issues promptly and effectively.

Key Responsibilities:

• Handle inbound calls, emails, and chat inquiries from customers regarding internet connectivity, service outages, billing, and account issues.
• Troubleshoot technical issues related to internet connectivity, modems/routers, and network configuration, escalating to Tier 2/3 technical support when necessary.
• Guide customers through basic setup and configuration of internet devices and services.
• Create, update, and manage customer support tickets in the CRM system.
• Follow up with customers to ensure issues are resolved and customers are satisfied.
• Work collaboratively with other departments (e.g., technical, billing, and installation teams) to ensure smooth service delivery.
• Document customer interactions, feedback, and recurring issues to support service improvements.
• Maintain up-to-date knowledge of company services, promotions, and policies.
• Assist in maintaining service-level agreements (SLAs) by meeting response and resolution time targets.

Qualifications and Skills:

• A University degree in humanity or its equivalent .
• 2-3 years of customer service or technical support experience, preferably in the telecommunications or ISP industry.
• Strong communication skills, both verbal and written.
• Ability to handle difficult customers and resolve conflicts with professionalism and empathy.
• Basic understanding of internet technologies (e.g., modems, routers, DNS, IP configuration).
• Familiarity with CRM systems and support ticketing tools.
• Ability to work in a fast-paced environment and multitask effectively.
• Willingness to work flexible hours, including weekends and holidays, if required.

Preferred Qualifications:

• Knowledge of networking concepts (TCP/IP, DHCP, etc.).
• Experience with VoIP, fiber, or broadband technologies.
• Multilingual skills are a plus.

Job Types: Full-time, Permanent

Pay: ₦180,000.00 – ₦200,000.00 per month

Location: Lagos

Job Posted: 5th May 2025