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Partner – Customer Success Cloud Sales First Level Support
About this role
A first level support role for MTN Cloud customers based in Lagos, handling onboarding, billing, service configuration and account usage for MSMEs, startups and enterprise clients. The position focuses on fast onboarding, issue resolution and coordinating with product, technical and billing teams to ensure customer retention and early adoption success.
What you would do
- Handle first-level support tickets and inquiries via email, chat, WhatsApp and phone.
- Assist new customers with account setup, user login, basic configuration and access to documentation.
- Monitor helpdesk queue, prioritise requests and escalate per SLA guidelines.
- Collaborate with product, technical and billing teams to route feedback or resolve cross-functional queries.
- Maintain customer records, issue logs and resolution history in CRM or helpdesk tools.
- Document known issues, templates and scripts for knowledge base updates.
What they are asking for
- First degree in Communications, Business, IT or a customer-facing field.
- Experience: 3-7 years total with at least 2 years in customer service or first-line technical support.
- Familiarity with cloud computing, Linux and Windows administration, networking, and DevOps practices.
- Experience with CRM or helpdesk software.
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