About the Role
Dotts Media House, Africa's leading digital marketing firm, is looking for a proactive and detail-oriented Tech Support Officer to join our dynamic team in Nigeria. In this role, you will serve as the primary point of contact for our users, ensuring they receive prompt and effective technical assistance while navigating our digital platforms. If you possess a strong passion for technology, exceptional problem-solving abilities, and a commitment to delivering stellar customer service, we invite you to apply.
Key Responsibilities- Respond promptly to user enquiries through chat, email, and designated support channels with professionalism.
- Assist users seamlessly with registration, onboarding, and platform navigation.
- Troubleshoot and resolve account, login, verification, campaign, payment, and notification-related issues.
- Escalate complex technical bugs to the appropriate technology team and follow up until complete closure.
- Maintain accurate records of support tickets, recurring issues, and user feedback.
- Monitor user complaints proactively to identify recurring product problems and report them to the product team.
- Create, update, and maintain comprehensive FAQs and support documentation.
- Provide dedicated assistance to users during major campaign periods and high-traffic platform activations.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 1-3 years of proven experience in technical support, customer success, or a similar role within a tech-driven environment.
- Exceptional written and verbal communication skills with a customer-first mindset.
- Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues quickly.
- Familiarity with helpdesk software, ticketing systems, and CRM platforms.
- Ability to remain calm under pressure and manage multiple support requests efficiently.
- Competitive salary package with performance-based incentives.
- Health insurance coverage and wellness benefits.
- Opportunities for professional growth and career advancement within Africa's top digital marketing firm.
- A collaborative, vibrant, and innovative work culture.