Technical Support Analyst

Emerging Platforms Group is an innovation focused technology firm with offices in Lagos and Abuja. We work with governments, security agencies, corporate organizations and individuals to deliver turnkey, performance enhancing technology and security solutions. Emerging Platforms Group is  seeking to employ qualified and experienced candidate to fill the position below:

Job Title: Technical Support Analyst

Location: Enugu

Job Description

• We are looking to hire intelligent and proactive technical support analysts capable of working with minimal supervision to work from our project site in Enugu.
• He/she will be responsible for providing 1st level technical support to our customers via phone, web, email, chat and other support channels as required.

Responsibilities

• Taking ownership of customer issues reported and see problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Providing prompt and accurate feedback to customers
• Ensuring proper recording and closure of all issues
• Preparing accurate and timely reports
• Documenting knowledge in the form of knowledge base tech notes and articles
• The ideal candidate will have a degree in Information Technology, Computer Science or equivalent and proven working experience in the provision of technical support.