About the Role
Outcess Solutions Nigeria Limited is a leading integrated customer engagement and business process outsourcing company dedicated to delivering innovative digital solutions. We are currently looking for a dynamic and proactive 1st Line Technical Support Agent to join our growing team in Lagos. In this role, you will serve as the initial point of contact for all technical inquiries, helping to optimize performance and ensure seamless daily operations for our users.
Key Responsibilities- Provide prompt and professional technical support to users via phone, email, and other communication channels.
- Troubleshoot and diagnose basic hardware, software, network, and system issues efficiently.
- Log, track, and manage support tickets accurately using standard helpdesk software.
- Escalate unresolved or complex technical problems to the appropriate second-line or specialized teams.
- Follow up with users to ensure timely resolution of issues and high levels of customer satisfaction.
- Basic knowledge of IT systems, computer hardware, software applications, and networking principles.
- Strong verbal and written communication skills with a customer-first mindset.
- Excellent problem-solving abilities and the capacity to multitask in a fast-paced environment.
- Familiarity with IT ticketing systems and general office productivity tools.
- Proximity to Ikoyi, Lagos, is required for this on-site position.
- Competitive salary package with performance incentives.
- Opportunities for professional growth and continuous technical training.
- Dynamic, collaborative, and inclusive work environment in central Lagos.