Help Desk Officer at Dragnet Nigeria

Job Description

• We are currently seeking to recruit a Help-Desk Officer who will be responsible for, handling incoming and outgoing mail and correspondence to provide fast and useful technical assistance on computer systems.
• To be able to answer queries on basic technical issues and offer advice to solve them.

Key Responsibilities

• Serve as the first point of contact for customers seeking assistance through chat, email, or phone
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Prepare activity report
• Identify and suggest possible improvements on procedures
• Training other staff members on troubleshooting and diagnosing problems.

Requirements

• B.Sc in any discipline from any reputable University
• Minimum of one (1) experience in a Customer Care role
• Great Communication Skills (verbal and written)
• Good conflict resolution and negotiation skills
• Positive attitude
• Accurate reporting skills
• Great attention to detail and the ability to work under pressure
• Good organization and listening skills
• Ability to multi-task
• Proficient in Microsoft office tools especially in Excel.