Technical Support Officer at Termii

Termii is a communications platform that allows African businesses to send messages to anyone across SMS, email, voice, and instant messaging channels. The platform enables businesses to verify customer identity and transactions, send product notifications, and generate personality and engagement insights from customer transactions. We are seeking a full-time Customer Success Engineer (Technical Support Officer) based in Lagos to support and delight our customers through technical troubleshooting and proactive engagement. This role is crucial in ensuring customer satisfaction, retention, and the smooth onboarding of users onto our communication solutions.

Key Responsibilities

• Diagnose and troubleshoot technical issues while providing effective and timely customer technical support.
• Support the roll-out of new applications and features.
• Provide support in the form of clear procedural documentation.
• Follow up on industry trends and suggest strategic recommendations to improve the customer success team.
• Onboard, follow up with, and close leads or customers interested in the WhatsApp service to convert them into paying customers.
• Develop and implement innovative ideas that directly increase customer satisfaction and retention.
• Handle and resolve all vendor-related issues for customers.
• Follow up diligently to ensure all customer route and delivery pending issues are completely resolved.

Requirements

• 5+ years of proven work experience as a Technical Support representative or in a similar technical role.
• BSc or B.A. degree in any field.
• Excellent verbal and written communication skills.
• Strong critical thinking and advanced troubleshooting skills.
• Proven ability to work under pressure and manage challenging scenarios.
• Strong demonstration of emotional intelligence in professional interactions.
• Excellent stakeholder management capabilities and cross-functional collaboration skills.