About this role
Section: Overview We are recruiting an experienced and customer-focused IT Helpdesk Support Representative for our client, a leading organization in the technology and professional services industry.
Section: 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 companys 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
Section: 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.
Section: Benefits
- Not specified in the posting.