Customer Success Cloud Sales – First Level Support

About the role

Join MTN's Enterprise Business division to deliver first‑level technical and onboarding support for cloud customers. You will be the primary point of contact for MSMEs, startups, and enterprise clients, ensuring a smooth post‑sale experience and early adoption success.

Key responsibilities

• Provide rapid onboarding assistance and resolve first‑level support tickets via email, chat, WhatsApp, and phone.
• Monitor the helpdesk queue, prioritize requests, and escalate issues according to SLA guidelines.
• Support new customers with account setup, user login, basic configuration, and documentation access.
• Collaborate with product, technical, and billing teams to route feedback and solve cross‑functional queries.
• Maintain customer records, issue logs, and resolution history in CRM or helpdesk platforms.

Required profile

• First degree in Communications, Business, IT, or a related customer‑facing field.
• 3‑7 years of experience, including at least 2 years in customer service or first‑line technical support.
• Fluent in English; proficiency in a local Nigerian language is a plus.

Required skills

• Familiarity with cloud computing concepts.
• Linux and Windows administration knowledge.
• Networking fundamentals and DevOps practices.
• Experience with CRM/helpdesk software such as Zendesk, Freshdesk, or Salesforce Service Cloud.