About Company
SystemSpecs is a leading financial technology and human capital management company based in Nigeria. For over three decades, we have been at the forefront of delivering innovative technology solutions that simplify payments and human resource management for individuals, businesses, and governments across Africa. Our flagship products, Remita and HumanManager, have become household names, empowering millions to achieve seamless financial transactions and efficient workforce management. We are committed to fostering a culture of innovation, excellence, and continuous learning, providing an environment where talent thrives and makes a tangible impact. At SystemSpecs, we believe in leveraging technology to solve real-world problems and contribute significantly to the economic development of our nation and continent. Joining us means becoming part of a forward-thinking team dedicated to shaping the future of digital solutions.
Job Description
Are you a tech-savvy individual with a passion for problem-solving and a desire to kick-start your career in IT support? SystemSpecs is seeking a highly motivated and customer-focused Junior Support Analyst to join our dynamic Helpdesk team, working remotely from Ogudu, Lagos. This is an incredible opportunity for someone eager to learn, grow, and contribute to the success of our cutting-edge software solutions.
In this remote role, you will be the first point of contact for our users, providing essential technical assistance and support for our diverse range of products. Your primary responsibility will be to diagnose and resolve basic to intermediate technical issues, guiding users through troubleshooting steps, and escalating complex problems to senior support staff when necessary. You will communicate effectively via phone, email, and chat, ensuring a positive and productive experience for every user interaction. We are looking for someone who is not only technically inclined but also possesses excellent interpersonal skills, empathy, and a genuine desire to help others.
This position is perfect for someone who thrives in a fast-paced environment, can manage multiple priorities, and is committed to continuous learning. You will have the opportunity to work with diverse technologies, deepen your understanding of our robust product ecosystem, and contribute directly to user satisfaction. While this role is remote, strong collaboration tools and regular team check-ins will ensure you remain an integral part of our supportive and engaging work environment. If you’re ready to embark on a rewarding career path with a company that values its people and innovation, we encourage you to apply.
Key Responsibilities
- Provide first-level technical support to users via phone, email, and chat, addressing inquiries and resolving issues related to SystemSpecs products and services.
- Diagnose and troubleshoot basic to intermediate software and system problems, guiding users through effective solutions.
- Log, track, and manage all support requests using our helpdesk ticketing system, ensuring accurate documentation and timely resolution.
- Escalate complex technical issues to senior support analysts or relevant internal teams when necessary, following established protocols.
- Maintain a high level of customer satisfaction through professional, courteous, and efficient communication.
- Create and update knowledge base articles and troubleshooting guides to empower users and streamline support processes.
- Collaborate with development and QA teams to identify recurring issues and contribute to product improvement initiatives.
- Participate in ongoing training and professional development to stay current with product updates and industry best practices.
- Adhere to service level agreements (SLAs) and internal operational procedures.
Required Skills
- Strong problem-solving abilities and analytical thinking.
- Excellent verbal and written communication skills in English.
- Basic understanding of IT systems, networking concepts, and software applications.
- Proficiency in using helpdesk ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
- Demonstrated ability to work independently and manage time effectively in a remote setting.
- Customer-centric attitude with a strong commitment to providing exceptional service.
- Ability to learn new technologies and adapt quickly to changing environments.
- High school diploma or equivalent; a degree or certification in IT, Computer Science, or a related field is a plus.
Preferred Qualifications
- Prior experience (e.g., internship, part-time) in a customer service or technical support role.
- Familiarity with financial technology (FinTech) products or HR management software.
- Knowledge of basic database concepts (e.g., SQL queries).
- Experience with remote support tools and methodologies.
- Certification in IT support (e.g., CompTIA A+, ITIL Foundation).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance.
- Opportunities for professional development and career advancement.
- Flexible remote work environment.
- Access to a collaborative and supportive team culture.
- Regular virtual team-building activities.
- Paid time off and public holidays.
- Employee wellness programs.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your resume highlights your relevant experience and technical skills. We appreciate all applications, but only shortlisted candidates will be contacted for an interview.