Job Description
Our client, a rapidly growing technology firm, is seeking a dedicated and experienced Senior Customer Support Specialist to handle technical escalations. This position is based in our Ilorin office, where you will be the frontline support for complex customer issues. You will leverage your technical expertise and exceptional problem-solving skills to ensure customer satisfaction and retention. This role is crucial in bridging the gap between our support team and product development, providing valuable feedback for service improvement.
Responsibilities:
Provide high-level technical support and troubleshooting for customer inquiries via phone, email, and chat. Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support. Document all customer interactions, issues, and resolutions accurately in the CRM system. Collaborate with engineering, product, and QA teams to identify bugs, suggest improvements, and relay customer feedback. Develop and maintain comprehensive troubleshooting guides, FAQs, and knowledge base articles. Train and mentor junior support staff on technical issues and best practices. Monitor customer satisfaction levels and proactively address potential issues. Identify trends in customer issues and report them to management for service enhancements. Escalate critical issues to appropriate internal teams for timely resolution. Ensure adherence to service level agreements (SLAs) for response and resolution times. Contribute to the continuous improvement of support processes and tools. Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 5 years of experience in customer support, with a significant focus on technical support and escalations. Proven expertise in troubleshooting software applications, hardware issues, and network connectivity problems. Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software. Strong understanding of operating systems (Windows, macOS, Linux) and common software suites. Excellent analytical and problem-solving skills with a keen attention to detail. Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Patience, empathy, and a customer-centric attitude. Ability to work under pressure and manage multiple priorities effectively. Experience in a team lead or senior support role is a plus. Join a supportive team environment where your contributions are valued and you have the opportunity to grow your career in technical support.