IT Customer Support Officer – Maternity Cover

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Act as the main liaison for field teams overseeing healthcare partners.

• Address inquiries and resolve user issues in both English and French.

• Manage secure user onboarding, offboarding, and access control through CRM systems like Salesforce.

• Create, update, and distribute user guides, FAQs, and onboarding resources.

• Diagnose issues with mobile applications, local network connectivity, and the Tiko platform.

• Prioritize and address requests utilizing ticketing systems such as Freshdesk while complying with SLAs.

• Assess complex platform bugs and provide detailed reproduction steps for software engineering teams.

• Follow up on escalated incidents until they are fully resolved.

• Supervise local network aggregators and inform about delays or connectivity issues.

• Evaluate platform usage metrics and monitor support performance using Google Suite and MS Excel.

• Collaborate with operational teams to integrate field insights into platform improvements.

⛳️ Requirements

• Native or fluent proficiency in both English and French (written and spoken, essential).

• Strong background in computer systems, IT support, or technical customer service.

• Practical experience in troubleshooting mobile applications.

• Demonstrated experience with Helpdesk Ticketing Systems (e.g., Freshdesk, Zendesk).

• Familiarity with CRM platforms (e.g., Salesforce).

• High level of proficiency with Google Suite and MS Excel.

• Advanced skills in spreadsheet formulas, data analysis, and metric monitoring.

• Hands-on experience in structured incident management.

• Experience in communicating with stakeholders.

• Knowledge of standard operating procedures for technical support.

• Capability to handle multiple competing priorities across Helpdesk queues and data spreadsheets.

🏝️ Benefits

• Benefits and allowances customized for your location.

• Flexible working options, including remote or hybrid setups.

• A personal development budget to foster your professional growth.

• Unlimited vacation days.

• The chance to influence a growing, impactful product and make a difference in our operations.

• A trust-based culture free from unnecessary rules or micromanagement.

• Reference and background screening processes.