Job Description
Our client is seeking an experienced Senior Remote Customer Support Specialist with a strong technical aptitude to join their fully remote team, based out of **Makurdi, Benue, NG**. This role is critical in providing exceptional, high-level technical support to customers, resolving complex issues, and ensuring customer satisfaction. As a senior member of the team, you will handle escalated cases, mentor junior agents, and contribute to improving support processes and documentation. The ideal candidate possesses excellent communication skills, a deep understanding of technical products/services, and a proven ability to troubleshoot and problem-solve effectively in a remote environment.
Responsibilities:
Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and issues.
Troubleshoot and resolve software, hardware, and connectivity problems efficiently.
Manage and resolve escalated customer support tickets, acting as a point of escalation for the team.
Document customer interactions, technical issues, and resolutions accurately in the CRM system.
Identify trends in customer issues and provide feedback to product development and engineering teams.
Develop and maintain technical documentation, FAQs, and knowledge base articles.
Mentor and train junior customer support specialists, sharing expertise and best practices.
Contribute to the continuous improvement of customer support processes and workflows.
Proactively identify opportunities to enhance the customer experience.
Ensure timely and effective resolution of all customer issues, meeting or exceeding service level agreements (SLAs). Qualifications:
Minimum of 5 years of experience in a technical customer support or helpdesk role.
Proven ability to troubleshoot complex technical issues across various platforms (e.g., software applications, network configurations, hardware devices).
Excellent understanding of ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
Strong knowledge of common operating systems (Windows, macOS, Linux) and networking concepts.
Exceptional communication, active listening, and problem-solving skills.
Ability to explain technical concepts clearly and concisely to non-technical users.
Experience in mentoring or leading a support team is highly desirable.
Self-motivated and able to work independently in a remote setting, managing time effectively.
High school diploma or equivalent; a degree in a related field is a plus.
Access to a stable internet connection and a dedicated, quiet workspace. This remote position offers flexibility and the chance to make a significant impact on customer satisfaction. Our client is a growing technology company dedicated to providing excellent service.