About this role
Section: About the Role We are recruiting an experienced, customer-focused IT Helpdesk Support Representative for a leading organisation in the technology and professional services industry.
Section: Responsibilities
- Provide technical support via phone, email, and live chat.
- Troubleshoot software issues and escalate complex cases when necessary.
- Guide customers through technical solutions and develop strong knowledge of the company’s software applications.
- Document customer interactions, technical issues, and resolutions accurately.
- Maintain a customer satisfaction (CSAT) score of at least 90%.
- Collaborate with internal teams to identify recurring issues and recommend improvements.
- Ensure compliance with data security, privacy policies, and operational procedures.
- Follow up on existing cases while managing new support requests.
Section: Requirements
- Minimum of 2 years’ experience in a customer-facing or technical support role.
- Strong knowledge of computer systems, networking, and software troubleshooting.
- Experience in tax, accounting, or financial services is preferred.
- Proficiency in Microsoft Office Suite, Microsoft Azure, and Zendesk.
- SaaS application support experience is an advantage.
- Excellent written and verbal communication skills.
- Strong problem-solving, organisational, and time-management abilities.
- Ability to multitask and prioritise requests in a fast-paced environment.
- Must reside in Surulere or within close proximity.