• Application Deadline:
• Position: Support Desk Agent



• Job Type Full Time



• Qualification BA/BSc/HND , OND



• Experience



• Location Lagos




• Job Field Customer Care 
  
  

Job Summary

• The Support Desk Agent serves as the first point of contact for partners whose customers are experiencing issues with their Lumos solar systems.


• This role involves providing timely support, troubleshooting technical and non-technical complaints, escalating unresolved issues, and ensuring excellent customer experience.

Key Responsibilities

Partner Support & Issue Resolution:

• Respond to inbound calls, emails, and messages from partners regarding their customers’ Lumos solar systems.


• Log all customer complaints received from partners, inquiries, and feedback accurately in the company’s CRM system.


• Provide step-by-step guidance to partners to resolve basic technical issues remotely (e.g., power output issues, system reset, usage instructions etc).


• Educate partners on proper usage and maintenance of solar products.

Technical Troubleshooting:

• Identify and diagnose common technical issues related to solar home systems, batteries, inverters, or accessories.


• Verify product installation details and system performance using monitoring tools.


• Perform remote diagnostics and coordinate partners when on-site support is required.

Case Escalation & Follow-Up:

• Escalate complex or unresolved issues to the Technical Team, Field Support, or supervisor as necessary.


• Track and follow up on escalated cases until closure, ensuring customers receive timely updates.


• Document all actions taken and maintain accurate case records.

Customer Education & Engagement:

• Sales validation calls to provide potential customers with product information, subscription details, payment processes, and warranty terms


• Advise customers on energy usage best practices to optimize system performance.


• Promote available company services and support programs when appropriate.

Reporting & Compliance:

• Prepare daily, weekly, or monthly reports on customer complaints, resolutions, and trends.


• Ensure compliance with company policies, service-level agreements (SLAs), and quality standards.


• Maintain confidentiality and security of customer information.

Qualifications

• OND / HND / Bachelor’s Degree in any field.


• Experience in customer service or technical support (ideally in renewable energy or telecoms).


• Familiarity with solar home systems is an added advantage.

Key Skills & Competencies

• Strong communication and interpersonal skills.


• Problem-solving and analytical abilities.


• Basic technical knowledge of solar systems (training can be provided).


• Ability to remain calm and professional under pressure.


• Proficiency in CRM tools and Microsoft Office.


• Attention to detail and strong documentation skills.