Technical Support Officer

4 days ago

Lagos, Lagos, Nigeria Idealab Software Limited Full time ₦1,500,000 - ₦3,000,000 per year

Job Title: Technical Support Officer

Location:
Lagos/Onsite

Reports To:
General Manager

Summary

We are looking for dedicated and technically skilled Technical Support Officer(s) to provide exceptional frontline support to our insurance brokerage clients using our management software. This role is critical for ensuring our clients can utilize the platform efficiently to run their operations, requiring strong problem-solving skills and a focus on customer satisfaction.

Key Responsibilities

Technical Support & Troubleshooting

  • Serve as the first point of contact for clients, responding promptly to technical inquiries, issues, and support requests via phone, email, and live chat.
  • Diagnose, troubleshoot, and resolve software-related issues, including user access, system configuration, data input/output, and application errors.
  • Guide clients step-by-step through technical procedures, feature usage, and workarounds to restore service and functionality.
  • Replicate reported technical issues and escalate complex bugs or system-wide problems to the Development or Tier 2 Support teams, ensuring a smooth hand-off and continuous follow-up.

Client and Knowledge Management

  • Maintain accurate, detailed records of all client interactions, technical issues, and resolutions within the ticketing system (e.g. Jira, Zoho, HubSpot).
  • Contribute to and update the internal and external Knowledge Base (FAQs, help articles, user guides) to promote self-service and reduce recurring support inquiries.
  • Proactively monitor system status and notify clients of any service disruptions or planned maintenance.
  • Provide basic training and demonstrations to clients on new features or efficient use of existing software functionality.

Product Advocacy

  • Gather and clearly document client feedback and requests for new features to share with the Product Management team.
  • Stay up-to-date with all software updates, new releases, and changes to ensure accurate and informed support.

Qualifications

Required Experience & Skills

  • At least
    3 years of experience
    in a technical support, helpdesk, or customer service role, preferably for a software (SaaS) product.
  • Excellent communication skills (written and verbal) with the ability to clearly explain complex technical issues to non-technical users.
  • Proven analytical and problem-solving skills with a logical approach to troubleshooting.
  • Proficiency in using a support ticketing system (e.g., e.g. Jira, Zoho, HubSpot) and remote desktop support tools.
  • Strong attention to detail and a commitment to documenting procedures and client resolutions thoroughly.

Preferred Experience & Knowledge

  • Familiarity with the operational workflows of an insurance brokerage (e.g., policy administration, claims, client file management).
  • Experience providing support for agency/brokerage management systems or other core insurance software solutions.
  • A technical background or familiarity with database concepts (e.g., basic SQL) for diagnosing data-related issues.

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