Technical Support Analyst at Emerging Platforms

Job Description

• We are looking to hire intelligent and proactive technical support analysts capable of working with minimal supervision and from our project site in Enugu.
• He/she will be responsible for providing 1st level technical support to our customers via phone, web, email, chat and other support channels as required.

Responsibilities
Their responsibilities will include but not be limited to:

• Taking ownership of customer issues reported and see problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Providing prompt and accurate feedback to customers
• Ensuring proper recording and closure of all issues
• Preparing accurate and timely reports
• Documenting knowledge in the form of knowledge base tech notes and articles
• Publishing videos

Qualification

• The ideal candidate will have a Degree qualification in Information Technology, Computer Science or equivalent and proven working experience in the provision of technical support.