Technical Customer Support Representative at Estuary Business Solutions (EBS)

Location: Eti-Osa, Lagos

Job Description

• We are looking for a fairly experienced technical customer support representative to manage the company’s support platform for numerous company’s products and services.

Responsibilities

• Provide help and answers to customers’ technical issues through identification of the problem itself, research on answers and subsequent provision of guidance.
• Speak to customers to quickly get to the root of their problem.
• Document and track customers’ issues using a ticketing system to ensure quick resolution.
• Provide timely and accurate customer feedback.
• Talk customers through a series of actions to resolve problem.
• Follow up with clients to ensure problem is resolved.
• Manage multiple cases at one time.
• Receive customer calls to provide step-by-step guidelines for the resolution of technical issues.
• Explain highly technical details to customer using simple understandable terms.
• Maintain an up-to-date knowledge of company products and services.
• Educate customers on the features of company products and services to minimize technical challenges.
• Provide periodic reports of technical support operations to company management.

Educational Qualifications & Work Experience

• Degree in IT or any other related technical field.
• 2 - 4 years practical help desk or customer support experience.

Other Requirements:

• High customer service orientation.
• Well developed communication and analytical skills.
• Good knowledge of operating systems and relevant hardware or software.
• Good problem-solving skills and focus on quality.
• Serenity in challenging situations.
• Experience with remote desktop applications & help desk software.