Support Desk Agent at Lumos Nigeria

Lumos is a market leader in Africa in offering affordable and clean solar energy to a pan-African potential market of 1.3 billion customers. Lumos Group has existed since 2013 and has deployed more than 200,000 solar home systems to SMEs and retail customers. In the last 1.5 years, Lumos has developed a new business strategy addressing both the changing customer needs and challenges in the industry. The change in strategy is successful and has resulted in a solid stream of sales. Based on this result, management has decided to expand the sales in 2024 and accelerate the growth.

We are recruiting to fill the position below:

Job Title: Support Desk Agent

Location: Apapa Expressway, Lagos
Employment Type: Full-time
Department: Community Operations
Reports To: Support Desk coordinator

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.

Salary
N100,000 - N120,000 / month.

Application Closing Date
5th December, 2025.