Reports To: Senior Manager - Cloud Business Technology
Division: Enterprise Business
Mission
Deliver first-level technical and onboarding support for MTN Cloud customers, ensuring a smooth post-sale experience and early adoption success.
This role serves as the primary point of contact for incoming queries related to onboarding, billing, service configuration, and account usage for MSMEs, startups, and enterprise cloud customers.
Description
Support customer retention and revenue realization through rapid onboarding assistance.
Handle and resolve first-level support tickets and inquiries via email, chat, WhatsApp, and phone.
Support new customers through account setup, user login, basic configuration, and documentation access.
Monitor helpdesk queue, prioritize requests, and escalate issues per SLA guidelines.
Collaborate with product, technical, and billing teams to route feedback or solve cross-functional queries.
Maintain customer records, issue logs, and resolution history in CRM or helpdesk platform.
Use and update CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
Participate in team meetings, issue resolution huddles, and QA sessions
Document known issues, templates, and scripts for knowledge base updates.
Requirements
Education:
First degree in Communications, Business, IT, or any customer-facing field
Certification in customer service, cloud platforms, or technical support preferred
Fluent in English and at least one local Nigerian language preferred
Experience:
3-7 years’ experience which includes
2+ years in customer service or first-line technical support
Familiarity with cloud computing, Linux and Windows administration, networking knowledge, DevOps practice.
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