Customer Support Officer at Brainshare Technologies & Services Nigeria Limited

BrainShare Technologies is a top-notch IT Company that specializes in quality Network and IT Services. We have taken this challenge by providing services that include High Capacity Network Connectivity, Network Virtualization, Network Managed Solutions, Network Design, Network Installation, Network Management, and Security Video, Voice and Data integrated Solutions and more (Powered by NINEXT).

We are recruiting to fill the position below:

Job Title: Customer Support Officer

Location: Lagos Island, Lagos
Employment Type: Full-time

Main Responsibilities

• Manage large incoming calls from customers, and respond promptly to customer inquiries through various communication channels.
• Identify and assess customers’ needs to achieve satisfaction, and acknowledge and resolve customer complaints.
• Introduce new networking technologies or improve existing technologies to add value to existing services and capabilities.
• Provide accurate, valid, and complete information to customers by using the right methods and tools.
• Troubleshoot with customers over the phone and resolve issues promptly.
• Generate sales leads, and process orders, forms, applications, and requests.
• Maintain records of customer interactions, transactions, comments, and complaints, and provide prompt feedback on the efficiency of the customer service process.
• Liaise with technical team, engineering, and account departments on fault resolutions and customer account reconciliation.
• Manage a team of IT trainees or junior customer support representatives in NOC.
• Ensure customer satisfaction and provide professional customer support at all times.

Requirements

• Interested candidates should possess a Bachelor's Degree in relevant fields with 2 - 4 years work experience.
• Proven customer support experience or experience as a client service representative.
• Ability to work on Day and Night shifts.
• Excellent communication skills, both written and verbal, with a positive and empathetic attitude.
• Ability to manage large incoming calls from customers, and respond promptly to customer inquiries through various communication channels.
• Knowledge of networking technologies, and the ability to introduce new networking technologies or improve existing technologies to add value to existing services and capabilities.
• Ability to identify and assess customers’ needs to achieve satisfaction, and acknowledge and resolve customer complaints.
• Ability to generate sales leads, and process orders, forms, applications, and requests.
• Knowledge of customer service principles and practices, and the ability to provide accurate, valid, and complete information to customers by using the right methods and tools.
• Ability to troubleshoot with customers over the phone and resolve issues promptly.
• Ability to manage a team of IT trainees or junior customer support representatives in NOC.

Application Closing Date
30th June, 2023.