IT Helpdesk Support Representative

On-site

Surulere, Lagos

Full-time

About this Role

We are seeking a customer-focused and technically skilled IT Helpdesk Support Representative to provide timely and effective technical assistance to customers using the company’s software solutions.
The successful candidate will support customers through phone, email, and live chat, troubleshoot software-related issues, and guide users through practical solutions. The role also involves documenting customer interactions, collaborating with internal teams, and contributing to continuous product improvement.
This opportunity is suited to someone with a strong IT background, excellent communication skills, and a commitment to delivering high-quality customer support.

Responsibilities

Develop a strong working knowledge of the company’s custom application and build an understanding of the tax and accounting industry.
Respond promptly and professionally to customer inquiries through phone, email, and chat.
Troubleshoot and resolve software-related technical issues, escalating complex cases when necessary.
Guide customers through step-by-step solutions and ensure they understand the recommended actions.
Maintain a customer satisfaction (CSAT) score of at least 90%.
Accurately document customer interactions, feedback, complaints, troubleshooting steps, and resolutions.
Manage customer follow-ups alongside new inquiries to ensure issues are addressed promptly.
Collaborate with product development and other internal teams to report recurring issues, communicate customer feedback, and support product improvements.
Participate in assigned training, mentorship, and independent learning to strengthen technical and customer service skills.
Stay informed about relevant technology trends, software updates, and product developments.
Follow company policies, departmental procedures, and data security and privacy guidelines.
Take increasing ownership of customer support cases and work independently as product knowledge and experience develop.
Perform other relevant duties as assigned.

Requirements

At least 2 years of experience in a customer-facing role is preferred, ideally within the tax, accounting, or finance industry.
Strong IT background, including knowledge of computer systems and networking.
Excellent written and verbal communication skills.
Strong organisational skills and the ability to manage customer follow-ups effectively.
Experience handling customer interactions through email, telephone, and live chat is an advantage.
Good time management skills, reliability, and the ability to prioritise tasks and manage multiple inquiries.
Above-average computer proficiency, including Microsoft Office Suite.
Familiarity with Microsoft Azure and Zendesk is an advantage.
Previous experience supporting Software-as-a-Service (SaaS) applications is an added advantage.
Ability to learn new software, troubleshoot technical poblems, and communicate solutions clearly.
Must reside in Surulere, Lagos, or within close proximity.

What We offer

Salary: ₦450,000 Net Monthly

How To Apply

Interested and qualified candidates should send their CV to:
resume@talentforgesolutions.com.ng
Email Subject: IT Helpdesk Support
Note: Only qualified candidates will be contacted.