Reports To: Senior Manager - Cloud Business Technology
Division: Enterprise Business
Mission
- Deliver first-level technical and onboarding support for MTN Cloud customers, ensuring a smooth post-sale experience and early adoption success.
- This role serves as the primary point of contact for incoming queries related to onboarding, billing, service configuration, and account usage for MSMEs, startups, and enterprise cloud customers.
Description
- Support customer retention and revenue realization through rapid onboarding assistance.
- Handle and resolve first-level support tickets and inquiries via email, chat, WhatsApp, and phone.
- Support new customers through account setup, user login, basic configuration, and documentation access.
- Monitor helpdesk queue, prioritize requests, and escalate issues per SLA guidelines.
- Collaborate with product, technical, and billing teams to route feedback or solve cross-functional queries.
- Maintain customer records, issue logs, and resolution history in CRM or helpdesk platform.
- Use and update CRM and ticketing tools e.g., Zendesk, Freshdesk, Salesforce Service Cloud.
- Participate in team meetings, issue resolution huddles, and QA sessions
- Document known issues, templates, and scripts for knowledge base updates.
Requirements
Education:
- First degree in Communications, Business, IT, or any customer-facing field
- Certification in customer service, cloud platforms, or technical support preferred
- Fluent in English and at least one local Nigerian language preferred
Experience:
- 3-7 years’ experience which includes
- 2+ years in customer service or first-line technical support
- Familiarity with cloud computing, Linux and Windows administration, networking knowledge, DevOps practice.
- Experience with CRM/helpdesk software.
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