Job at a glance
- Stack
- Salesforce
- Work setup
- Remote
- Contract
- Full-time
- Posted
- This week
Description
Sobre a vaga
As our IT Customer Support Officer (CSO), you are the backbone of our operational technology. You will serve as the primary, empathetic point of contact for local partners and internal field staff, ensuring that mobile app glitches and connectivity barriers are resolved.
O que vais fazer
- Serve as the primary point of contact for our field teams who manage our healthcare partners, handling inquiries and resolving user friction in both English and French
- Coordinate secure user onboarding, offboarding, and access management through CRM systems like Salesforce, to keep platform records clean, compliant, and up to date
- Design, maintain, and publish user guides, FAQs, and onboarding materials to empower field partners and streamline recurring query deflection
- Perform practical troubleshooting across mobile applications, local network connectivity, and our Tiko platform to eliminate technical barriers for end users
- Prioritise and resolve incoming requests using ticketing tools like Freshdesk, driving clear SLA adherence and incident tracking
- Triage complex platform bugs, package concise reproduction steps for software engineering teams, and follow up until complete resolution
- Oversee local network aggregators to swiftly identify, fix, and communicate system delays or connectivity outages to field and programme staff
- Leverage Google Suite and MS Excel (using advanced spreadsheet techniques) to analyze platform usage metrics, track support performance, and optimize workflows
- Collaborate closely with internal operational departments to feed field insights and user feedback back into ongoing platform enhancements
O que é pedido
- Native or fluent command of both English and French (written and verbal, mandatory)
- Solid background in computer systems, IT support, or technical customer support, with hands-on experience troubleshooting mobile applications
- Proven experience using Helpdesk Ticketing Systems (e.g., Freshdesk, Zendesk) and CRM platforms (e.g., Salesforce)
- Advanced proficiency with Google Suite and MS Excel (advanced spreadsheet formulas, data analysis, and metric tracking)
- Practical experience in structured incident management, stakeholder communication, and standard operating procedures for technical support
O que é oferecido
- The gross salary range per month for this position is ₦981,771 - ₦1,227,214
Benefícios e vantagens
- Flexibilidade de horário
- Mais de 22 dias de férias
- Pet friendly
- Plafond certificações e conferências
- Seguro de saúde