Technical Support Officer - Lagos at DreamWorks Integrated System Limited

Job Description:

• Dreamworks Integrated System Limited is seeking a dedicated and detail-oriented Technical Support Officer to join our team.
• This role is designed to support the Technical Support Engineer in providing high-quality technical assistance to our customers and ensuring smooth operation of our technical support services.

Responsibilities:

Customer Support:

• Respond to customer inquiries and technical issues via phone, email, or chat in a timely and professional manner.
• Provide basic troubleshooting and problem-solving assistance to customers.

Technical Assistance:

• Assist the Technical Support Engineer in diagnosing and resolving hardware and software issues.
• Follow established procedures for troubleshooting and escalating complex technical issues to senior team members.

Documentation:

• Maintain accurate records of customer interactions and technical issues in the support ticketing system.
• Assist in creating and updating technical documentation, FAQs, and knowledge base articles.

System Monitoring:

• Monitor system performance and alert the Technical Support Engineer of any potential issues.
• Assist in performing routine maintenance tasks and system updates as directed.

Training and Development:

• Participate in training sessions to enhance technical knowledge and customer service skills.
• Stay up-to-date with new technologies, products, and industry trends relevant to the company's offerings.

Team Collaboration:

• Work closely with the Technical Support Engineer and other team members to resolve customer issues efficiently.
• Provide feedback and suggestions for improving support processes and customer satisfaction.

Requirements:

• Diploma or degree in Information Technology, Computer Science, or a related field.
• Previous experience in a technical support or customer service role is preferred but not required.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a team-oriented environment.
• Strong organizational skills and attention to detail.
• Willingness to learn and adapt to new technologies and processes.
• Proficiency in using support ticketing systems and basic office software.