Senior Technical Support Consultant

About this role

A Senior Technical Support Consultant to provide customer technical support, troubleshoot and resolve issues, configure internet connections and software, and deliver training and high-quality support to clients in Lagos. The role involves managing technical desk operations and ensuring service levels are met for a recruitment and HR solutions firm.

What you would do

• Log all calls into the system in a timely manner.
• Route repairs to the service centre by the next working day.
• Review collections report twice weekly and track units awaiting collection.
• Respond to and action follow-up emails daily.
• Ensure units from the service centre are signed for, updated in the system and stored in the Collections area.
• Maintain adherence to technical processes and support workflows.

What they are asking for

• Bachelor's degree or equivalent.
• Minimum of 5 years' technical support experience.
• Certified Apple technician with active Apple Product Professional status.
• Strong technical and professional knowledge with attention to detail and customer focus.
• Proven ability to manage a technical desk, supervise staff and meet KPIs.
• Excellent communication, teamwork and problem-solving skills.

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