Customer Support Officer (Lagos) at Smash Technology

Smash Technology is a tech group of companies focused on employing technology to serve its clients locally and globally. Initially, the brand focused on Transport Investment across the country and beyond before pivoting into other viable sectors such as E-hailing, E-commerce, Food delivery, Booking platform, Virtual Office platforms, Travels, Real Estate, Social Networking among others.

Job Title: Customer Support Officer

Location: Ikeja, Lagos

Employment Type: Full-time

Job Description:

• The Customer Support Officer is the front-line technical resource for end-users, responsible for troubleshooting, problem resolution, and guiding customers through product features.
• This role partners closely with the Sales Officers to ensure a seamless post-sale experience that drives retention and future upsell opportunities.

Responsibilities

• Serve as first-level technical contact for inbound tickets, emails, and chats, maintaining an average first-response time under company SLA.
• Diagnose, reproduce, and resolve software, hardware, and workflow issues; escalate complex cases to Tier 2 or Engineering with detailed replication steps.
• Document all interactions and resolutions in the CRM/support platform with 100 % accuracy.
• Collaborate daily with Sales Officers to relay customer feedback, identify cross-sell opportunities, and coordinate joint calls for high-value accounts.
• Produce and update knowledge-base articles, release notes, and quick-start guides for both customers and Sales teams.
• Lead quarterly customer-training webinars and create short tutorial videos on new features.
• Track support metrics (CSAT, response time, ticket backlog) and present weekly performance insights to the Customer Experience Manager.

Required Skills & Experience

• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred
• Minimum three (3) years in a technical support role (SaaS, IT, fintech, or related industry).
• Demonstrated proficiency with ticketing/CRM systems (Zendesk, Freshdesk, HubSpot, or similar).
• Strong troubleshooting mindset; ability to read logs, replicate bugs, and propose work-arounds.
• Familiarity with basic SQL queries, API integrations, or low-code tools is a strong plus.
• Excellent written and verbal communication; able to translate technical jargon into plain language.
• Proven track record working cross-functionally with Sales or Account Management teams.

Salary

• N150,000 – N180,000 per month.

Application Closing Date
30th June, 2025.

How to Apply: Interested and qualified candidates should send their resume to: [email protected] using the Job Title and Location as the subject of the mail.