IT Helpdesk Support Representative

About the role

TalentForge Solutions is looking for a customer-focused, technically skilled IT Helpdesk Support Representative to provide timely technical assistance to customers using its software solutions. The role covers phone, email and live chat support, troubleshooting software issues and guiding users through practical solutions, while documenting interactions and helping improve the product. It is an on-site, full-time position based in Surulere, Lagos.

Key responsibilities

• Build a strong working knowledge of the company's custom application and understand the tax and accounting industry.
• Respond promptly and professionally to customer inquiries by phone, email and chat.
• Troubleshoot and resolve software issues, escalating complex cases when needed.
• Guide customers through step-by-step solutions and ensure they understand them.
• Maintain a CSAT score of at least 90% and document interactions, feedback, complaints and resolutions.
• Manage follow-ups alongside new inquiries and collaborate with product teams on recurring issues and product improvements.
• Take part in training and stay up to date with technology trends and software updates.
• Follow company policies, procedures and data security and privacy guidelines.

Required profile

• At least 2 years of experience in a customer-facing role, preferably in tax, accounting or finance.
• Strong IT background, including knowledge of computer systems and networking.
• Excellent written and verbal communication and organisational skills.
• Ability to learn new software, troubleshoot technical problems and explain solutions clearly.
• Must reside in Surulere, Lagos or nearby.

Required skills

• Above-average computer proficiency, including Microsoft Office Suite.
• Advantages: experience with email, telephone and live chat; Microsoft Azure and Zendesk; SaaS support experience.

What we offer

• Net monthly salary of N450,000.

Candidates apply by sending their CV to the employer by email, quoting the IT Helpdesk Support subject line; only qualified candidates will be contacted.