Division/Department
IT / Customer Service
Reports To
Operations Manager
ESSENTIAL JOB FUNCTIONS
Professionally handle incoming requests from end users and ensure that issues are resolved both promptly and thoroughly.
Thoroughly and efficiently gather user information, access and fulfill user’s needs, educate the end user where applicable to prevent the need for future contacts and document interactions.
Troubleshoot end user’s issues over the phone.
Handles issues in the best interest of both end users and Nigerian Law Publications.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the end user’s experience.
Interact with end users to provide and process information in response to inquiries, concerns, and requests about service delivery.
Identify and escalate priority issues per end users specifications.
Redirect problems to appropriate resource.
Displays a high level of effort and commitment to performing work; operates effectively within the organizational structure; demonstrates trustworthiness and responsible behavior.
Write training Manuals
Follow up with end users to ensure issue has been resolved.
Gain feedback from end users about user online experience.
EDUCATION
Bachelor’s degree in Computer Science of other relevant discipline.
KNOWLEDGE REQUIREMENT
Excellent working knowledge of up-to-date desktop applications
In-depth knowledge of ICT business environment.
SKILLS REQUIREMENTS
Deciding and initiating action
Analyzing
Delivering results and meeting customer expectations
Highly developed sense of integrity and commitment to end user satisfaction.
Demonstrated passion for excellence with respect to treating and caring for end users.
Ability to communicate clearly and professionally, both verbally and in writing.
Strong detail orientation and communication/listening skills.
Possess a strong work ethic and team player mentality.
WORK EXPERIENCE
A minimum of 1-3 years post-graduate experience in a similar position, preferably, professional experience with use of CRM to support Enterprise systems.
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