About the Role
MTN Nigeria, Africa's leading telecommunications company, is looking for a driven Partner for Customer Success Cloud Sales First Level Support to join our Enterprise Business division. Reporting to the Senior Manager of Cloud Business Technology, you will play a critical role in delivering first-level technical and onboarding support, ensuring early adoption success and a seamless post-sale experience for our growing base of MSMEs, startups, and enterprise cloud customers.
Key Responsibilities- Drive customer retention and revenue realization through rapid onboarding assistance and proactive engagement.
- Handle and resolve first-level support tickets and inquiries efficiently via email, chat, WhatsApp, and phone channels.
- Guide new customers through seamless account setup, user login, basic configuration, and documentation access.
- Monitor helpdesk queues, prioritize incoming requests, and escalate complex issues in strict compliance with SLA guidelines.
- Collaborate closely with product, technical, and billing teams to route feedback and resolve cross-functional customer queries.
- Maintain comprehensive customer records, issue logs, and resolution histories using modern CRM and helpdesk platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
- Contribute to team meetings, issue resolution huddles, quality assurance sessions, and knowledge base documentation updates.
- First degree in Communications, Business, IT, or any related customer-facing field from a recognized institution.
- 3 to 7 years of professional experience, including at least 2 years in customer service or first-line technical support roles.
- Strong familiarity with cloud computing fundamentals, Linux and Windows administration, basic networking, and DevOps practices.
- Hands-on experience utilizing CRM and helpdesk software solutions.
- Fluency in English and proficiency in at least one local Nigerian language is highly preferred.
- Relevant professional certifications in customer service, cloud platforms, or technical support will be an added advantage.
- Competitive salary and performance-based incentives within the Nigerian telecommunications sector.
- Comprehensive health insurance and wellness programs for employees and dependents.
- Opportunities for continuous professional development and career advancement within MTN Group.
- Dynamic, collaborative, and innovative work environment with state-of-the-art infrastructure.