Technical Support Officer at Babban Gona

Babban GonaLagos, Nigeria Networking and Tech Support

Full Time

Babban Gona, which means "Great Farm" in the Hausa language, is a social enterprise organization that provides support for smallholder farmers in Nigeria to become more profitable.

About the job

Provide prompt and accurate technical support to customers via phone, email, and chat.
Diagnose and troubleshoot software and hardware issues, guiding customers through step-by-step solutions.
Escalate complex issues to higher-level support or engineering teams when necessary.
Ensure a positive customer experience by effectively managing and resolving customer inquiries and issues.
Maintain clear and professional communication with customers throughout the support process.
Follow up with customers to ensure issues are fully resolved and to gather feedback on their experience.
Document all customer interactions, technical issues, and solutions in the support ticketing system.
Create and update knowledge base articles to help customers self-solve common issues.
Prepare detailed reports on recurring issues and provide recommendations for improvements.
Work closely with the product development team to communicate customer feedback and technical issues.
Collaborate with other support team members to share knowledge and improve support processes.
Participate in team meetings and training sessions to stay updated on new products and technologies.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.
At least 2 years proven experience in a technical support or similar role.
Strong understanding of computer systems, networks, and software applications.
Excellent problem-solving skills and attention to detail.
Exceptional verbal and written communication skills.
Ability to work independently and as part of a team.
Familiarity with support ticketing systems and remote support tools.

Benefits