Senior Technical Support Consultant

About the role

eRecruiter is recruiting, on behalf of its client, a Senior Technical Support Consultant in Abuja. The client is a global gadgets provider offering products, technical support, repairs and product assistance. The consultant provides customer technical support by troubleshooting and resolving issues such as internet connections and software problems, trains and assists clients, and delivers high-quality support service.

Key responsibilities

• Process management: log calls in the system on time, send repairs to the service centre the next working day, run the collections report twice weekly, follow up on emails daily, sign for returned units and keep them in a secure collections area
• Customer service: deliver service beyond expectations, follow troubleshooting mechanisms, follow up complaints and escalate where needed, and optimise service levels
• Systems management: follow policies, procedures and support processes, including special care OBF, and use the job system effectively
• Stock and asset control: manage replacement warranty units and spares, keep an up-to-date asset register audited monthly, minimise stock loss and follow security measures for customer property and warranty units
• Training and development: ensure technical staff meet Apple certification requirements, keep up to date on third-party products, train staff on Filemaker and technical processes, and keep your own certification current
• People management: manage technical support staff against KPIs, onboard and train new technicians, complete the staffing roster, set contingency plans and attend monthly feedback sessions with the head of technical support
• Operations: complete paperwork for technical repairs, follow admin policies, maintain housekeeping and merchandising standards, and keep product knowledge up to date

Required profile

• B.Sc. or equivalent
• Minimum of 5 years' experience
• Proven track record in technical support
• Certified Apple technician, maintaining Apple Product Professional status on the Apple sales training site

Required skills

• Technical and professional know-how
• Attention to detail, customer focus and teamwork
• Communication, negotiation and persuasion
• Business awareness, flexibility and efficiency