Technical Support Representative at Vitel Wireless Limited

Key Responsibilities

• Investigate and resolve Tier 1 and Tier 2 technical issues affecting customers, partners, agentsand company services.
• Troubleshoot SIM, network, voice, SMS, mobile data and connectivity issues.
• Resolve billing discrepancies, activation failures and platform-related faults.
• Address billing-related questions and service requests.
• Assist with APN configuration, device setup and connectivity challenges.
• Manage technical tickets from reporting through investigation, resolution and closure.
• Escalate complex technical issues to the appropriate technical team or network provider.
• Maintain accurate records of technical issues, resolutions and escalations.
• Identify recurring technical faults and recommend solutions to improve service delivery.

Qualifications & Experience

• HND or Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• 2–4 years of experience in technical support, customer support, or a service-focused role.
• Solid understanding of customer support principles and technical support best practices.
• Experience using CRM platforms and ticket management tools.
• Strong verbal and written communication skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to multitask and perform effectively in a fast-paced support environment.