About the Role
Uridium Technologies Limited is a premier IT Solutions delivery company providing robust IT and infrastructure solutions across key sectors of the Nigerian economy, including financial services, manufacturing, oil and gas, government, and education. We are currently looking for a dynamic and customer-focused Support Centre Personnel to deliver first-level technical and business support, ensuring our users maintain the highest level of product and service satisfaction during their daily application usage. In this role, you will act as a vital bridge between our brand and our valued customers, fostering sustainable and mutually beneficial business relationships.
Key Responsibilities- Attend to and resolve assigned customer support requests within agreed Service Level Agreements (SLAs).
- Generate periodic reports on treated cases, trend analysis, and ad-hoc management reports for effective decision-making.
- Provide actionable feedback regarding observed system challenges, bugs, and desired new platform features.
- Facilitate comprehensive onboarding and training sessions for platform users and new participating organizations.
- Conduct product demonstrations for prospective users to showcase application value and functionality.
- Escalate complex technical issues promptly to relevant internal and external stakeholders for timely resolution.
- Engage dormant or inactive customers to drive re-activation and retention on the platform.
- Review customer feedback proactively, following up on negative comments to ensure prompt and conclusive issue resolution.
- Issue informative circulars and updates regarding system enhancements to all registered users.
- Bachelor's degree (B.Sc.) in Information Technology, Computer Science, Business Administration, or a related field.
- 3 to 4 years of proven relevant experience in customer support, IT helpdesk, or application support roles.
- Exceptional problem-solving abilities and a strong aptitude for troubleshooting technical software issues.
- Outstanding verbal and written communication skills with a customer-first mindset.
- Ability to manage multiple tasks, analyze support trends, and work effectively in a fast-paced environment.
- Competitive salary package commensurate with industry standards.
- Opportunities for professional development and continuous learning within the tech space.
- Collaborative and innovative work environment with a talented team of IT professionals.
- Health insurance and other attractive employee welfare benefits.