IT Support / Customer Care Officer at Walex Biz Nigeria Limited

Responsibilities

• Provide technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
• Guide customers through step-by-step solutions to resolve their IT problems.
• Escalate complex issues to the appropriate level of support personnel.
• Document and track customer interactions, issues, and resolutions in the ticketing system.
• Install, configure, and maintain software applications and hardware peripherals.
• Assist with the setup and configuration of computer systems for new employees.
• Educate customers on basic IT concepts and best practices.
• Collaborate with other IT team members to resolve issues and improve processes.
• Provide feedback to management on recurring technical issues and customer concerns.

Requirements

• OND, HND, or B.Sc in Computer Science or any related field.
• At least 1-2 year experience working in a tech firm
• Knowledge of Web hosting, WHM, WHMCS, hosting reseller platform & software development cycle is a must.
• Proven experience in a customer support or technical support role.
• Strong knowledge of computer hardware, operating systems (Windows, MacOS, Linux), and software applications.
• Familiarity with networking concepts, protocols, and troubleshooting techniques.
• Excellent communication skills, both verbal and written.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Experience with ticketing systems is a plus.
• Customer service-oriented mindset with a positive attitude.