• Application Deadline:
• Position: Customer Support Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• City Victoria Island


• Job Field Customer Care 
  

Overview

• We’re looking for a Customer Support Level 1 team member to serve as first point of contact for customer queries.


• You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat.


• This role shares knowledge with colleagues to help deliver exceptional customer service and improve service levels.


• We are looking for teammates who want to be part of the tech movement.


• People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast.


• If you like being part of a global team are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

• The Azure Subscription Management Support Team (ASMS) supports Microsoft customers experiencing issues with the Azure Cloud Portal, including billing for cloud-based services.


• Support Engineers are assigned to cases and work directly with customers, maintaining communication via phone and email to follow through on pending tasks until the issue is resolved.


• Technical Leads and Subject Matter Experts collaborate with the Support Engineers as needed on complex cases, drive process improvement, and serve as liaisons with the Microsoft team.

This role will:

• Serve as single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.


• Assign appropriate severity level, category, priority, and team to each incident.


• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.


• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher level technical support as needed.


• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

Qualifications

ASMS is a good fit for you if:

• You have experience in customer service and a desire to learn new technical skills.


• You’re self-motivated and accountable for meeting your obligations.


• You can work independently but know when to ask for help.


• You’re creative, adaptable, and have strong problem-solving skills.


• You’re proficient in both written and oral English.

In this role:

• Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support required.


• Proficiency in both written and spoken English required.


• Higher-level education in a technology discipline or technical certifications preferred.


• Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc. required.


• Familiarity with IT and/or software systems required.


• Customer obsession, initiative, and drive to exceed expectations required.


• Creativity, adaptability, and strong problem-solving skills required.


• Ability to work independently but know when to collaborate required.