IT Helpdesk Support Representative

A leading organization in the technology and professional services industry is recruiting an experienced and customer-focused IT Helpdesk Support Representative. The ideal candidate will have a strong IT background, excellent troubleshooting skills and the ability to provide exceptional technical support to customers across multiple communication channels

Job Details

• Location: Surulere, Lagos
• Employment Type: Full-Time
• Salary: NGN 450,000 net monthly

Responsibilities

• Provide timely and professional technical support to customers via phone, email and live chat
• Troubleshoot and resolve software-related issues, escalating complex cases when necessary
• Guide customers through step-by-step technical solutions
• Develop a strong understanding of the company's software applications and services
• Accurately document customer interactions, technical issues and resolutions
• Maintain a Customer Satisfaction (CSAT) score of at least 90%
• Collaborate with internal teams to identify recurring technical issues and recommend improvements
• Ensure compliance with data security, privacy policies and operational procedures
• Manage customer follow-ups effectively while handling new support requests

Requirements

• Minimum of 2 years of experience in a customer-facing or technical support role
• Strong IT knowledge, including computer systems, networking and software troubleshooting
• Previous experience in the tax, accounting or financial services industry is preferred
• Proficiency in Microsoft Office Suite, Microsoft Azure and Zendesk
• Experience supporting SaaS applications is an added advantage
• Excellent written and verbal communication skills
• Strong problem-solving, organizational and time-management abilities
• Ability to multitask, prioritize support requests and work effectively in a fast-paced environment
• Must reside in Surulere or within close proximity

How to Apply

Apply below via the JobClave with your updated Resume/CV