Voice of Customer Technical Analyst at a Reputable ICT Company - Jobmagnet Nigeria Limited

Jobmagnet Nigeria Limited - Our client is a reputable ICT company delivering enterprise software solutions and managed technology services to organizations within and outside Nigeria.

They are recruiting to fill the position below:

Job Title: Voice of Customer Technical Analyst

Location: Ilupeju, Lagos
Employment Type: Full-time

Job Summary

• Our client is seeking to hire a qualified and experienced Voice of Customer (VoC) Technical Support Analyst.
• The ideal candidate will capture, analyze and interpret customer feedback and issues from multiple support channels, ensuring timely resolution and improving customer satisfaction.
• The Voice of Customer Technical Support Analyst will serve as the central point for gathering customer feedback, analyzing recurring issues, and collaborating with internal teams to drive continuous improvement in product quality and support delivery.

Key Responsibilities

• Collect customer feedback, complaints and insights from email, support tickets, calls, and surveys.
• Analyze customer-reported issues and identify recurring trends or root causes.
• Collaborate with technical teams (Support, QA, Development) to drive issue resolution and service improvement.
• Track reported issues and ensure timely closure within defined Service Level Agreements (SLAs).
• Prepare reports and dashboards showing customer pain points, feedback themes and improvement opportunities.
• Maintain a customer feedback knowledge base and documentation for internal reference.
• Monitor customer satisfaction metrics and support the implementation of corrective action plans.
• Participate in product review sessions, providing insights based on customer experience data.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, Business Administration or a related field.
• Minimum of 3 - 5 years experience in Technical Support, Customer Experience, Product Support or Business Analysis.
• Experience using ticketing or feedback management tools such as Jira, Zendesk, Freshdesk or ServiceNow.
• Strong data analysis skills with the ability to extract insights and produce meaningful reports.
• Ability to interpret technical issues reported by clients and coordinate follow-ups with the support team.
• Proficiency with Excel or reporting tools; experience with SQL is an added advantage.
• Strong documentation, problem-solving and stakeholder management skills.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong attention to detail and analytical mindset.
• Ability to work under pressure and manage multiple priorities at once.

Salary
N250,000 - N500,000 Monthly.

Application Closing Date
5th December, 2025.

How to Apply
Interested and qualified candidates should send their Cover Letter and CV to: jobmagnetnigltd@gmail.com using "Voice of Customer Technical Support Analyst" as the subject of the email.