User Support Officer

About this role

A Lagos-based contract role for a User Support Officer at a human capacity development and technology company. The job involves being the first point of contact for users and course participants, handling account access, platform navigation, and course administration enquiries, and guiding users through onboarding and LMS use. The role requires taking ownership of enquiry-to-resolution, following up on unresolved cases, and escalating critical issues. The employer delivers solutions to clients in both public and private sectors and offers project-based contract employment. The position is located in Oniru/Victoria Island, Lagos, with hours arranged with the client.

What you would do

• Handle enquiries via the assigned support channels.
• Guide users through onboarding and LMS familiarisation.
• Explain course requirements, sequencing, assessments, timelines and certificate eligibility.
• Follow up on unresolved cases and provide progress updates.
• Escalate platform faults, outages, security concerns, and other critical issues.

What they are asking for

• A degree or diploma (Bachelor’s, HND, or OND) is essential.
• Experience in a customer service or relationship management role is essential.
• Experience with Learning Management System or ticketing software is an advantage.
• Excellent command of the English language is essential.
• Ability to communicate effectively and demonstrate problem-solving skills.
• Emotional maturity and mental resilience.
• Additional Nigerian language is an advantage.

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