Company Info
Brainshare Technologies is a Telecom services provider. We provider internet services and other value added services through our fiber optic infrastructure.
Brainshare Technologies is a Telecom services provider. We provider internet services and other value added services through our fiber optic infrastructure.
Job Title: Customer Support Officer
Location: Lekki Phase 1, Lagos Island – Lagos
Employment Type: Full-time
Role In Summary
- Provide first level off-site Customer support to Clients: Enquiry, Mail and Call Management etc.
- To consistently provide a high level of excellent Customer support service and ensuring Customers satisfaction.
Main Duties
- Introduce new networking technologies or improve existing technologies to add value to existing services & capabilities.
- Maintaining a positive, empathetic and professional attitude toward Customers at all times.
- Manage large incoming calls from Customers.
- Generate sales leads.
- Responding promptly to Customer inquiries.
- Identify and assess Customers’ needs to achieve satisfaction.
- Communicating with Customers through various channels e.g email, sms and phone call etc.
- Acknowledging and resolving Customer complaints.
- Knowing NINEXT services inside and out so that you can answer questions easily.
- Processing orders, forms, applications and requests.
- Keeping records of Customer interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing prompt feedback on the efficiency of the Customer service process.
- Managing a Team of IT trainee or junior Customer support representives in NOC.
- Ensure Customer satisfaction and provide professional Customer support at all times.
- Build sustainable relationships and trust with Customer accounts through open and interactive.
- Provide accurate, valid and complete information by using the right methods/tools e.g MOWE, Zalpro, Zoho Desk.
- Liaise with Technical Team, Engineering and Account departments on fault resolutions and Customer account reconciliation.
- Handle Customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Troubleshoot with Customer over phone and resolve issues promptly.
- Keep records of Customer interactions, process Customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage Customers.
- Any other Tasks assigned to you by the Management.
Personal Qualities & Qualifications
Job Holder need to be:
- Degree holder in Mass Communication, English, Electrical Electronic Engineering, Telecommunications Engineering, Computer Engineering or Science from reputable higher institution.
- Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations.
- Problem-solving skills.
- Ability to communicate clearly.
- A highly effective individual who has an absolute eye for detail and is focussed on improving business performance through exceptional Network – Strategies/Solutions execution, reporting and evaluation.
- Service and process knowledge.
- Friendly attitude.
- Empathy.
- Strong time Management.
Demand on the Job:
- Must have at teast 3 years cognate experience in Customer Support from telecommunication related organisation especially ISP firm.
- Ability and wiliness to work long hours and meet tight deadlines.
- Ability to work under none or minimal supervision.
- Maybe required to work weekends and in shifts.
- – must reside close to Lekki Phase 1.
Application Closing Date
30th July, 2025.
How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.
