About Company
Spectranet Limited is a leading Internet Service Provider (ISP) in Nigeria, committed to delivering high-speed, reliable internet services to homes and businesses. Since our inception, we have been at the forefront of innovation, consistently expanding our network and product offerings to meet the evolving demands of our customers. We pride ourselves on our customer-centric approach, striving to provide seamless connectivity and exceptional support. At Spectranet, we believe in empowering our employees with a dynamic work environment, fostering growth, and encouraging a culture of continuous learning and excellence. Join our team and be a part of a company that is connecting Nigeria, one customer at a time.
Job Description
Spectranet Limited is seeking a highly motivated and customer-focused Helpdesk Agent to join our growing team in Calabar. In this critical role, you will be the first point of contact for our valued customers, providing essential technical support and ensuring their internet experience is smooth and uninterrupted. This position is ideal for an individual with a passion for technology, excellent problem-solving skills, and a strong commitment to customer satisfaction. You will be responsible for handling a variety of technical inquiries, troubleshooting connectivity issues, assisting with service configurations, and efficiently managing customer support tickets from inception to resolution.
Our ideal candidate possesses a solid understanding of internet protocols, network configurations, and common operating systems. You should be adept at diagnosing technical problems, providing clear and concise instructions, and escalating complex issues to senior technical teams when necessary. Beyond technical prowess, exceptional communication skills – both verbal and written – are paramount. You will interact with customers daily, often under challenging circumstances, requiring patience, empathy, and the ability to maintain a professional demeanor. This role offers an exciting opportunity to grow within a dynamic telecommunications environment, contributing directly to our mission of delivering unparalleled internet services across Nigeria. If you are a proactive troubleshooter with a drive to help others and excel in a fast-paced, support-driven role, we encourage you to apply and become a vital part of the Spectranet family.
Key Responsibilities
- Serve as the primary point of contact for customer technical inquiries via phone, email, and chat.
- Perform initial troubleshooting and diagnosis of internet connectivity issues, network problems, and service disruptions.
- Log, categorize, prioritize, and manage all incoming support tickets efficiently using our helpdesk system.
- Provide clear, step-by-step instructions and guidance to customers for resolving common technical issues.
- Assist customers with modem/router configurations, Wi-Fi setup, and basic network settings.
- Escalate unresolved issues to appropriate internal teams (e.g., Level 2 support, network operations) following established protocols.
- Follow up with customers to ensure issues are resolved to their satisfaction and provide proactive updates.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Contribute to the knowledge base by creating and updating FAQs and technical guides.
- Maintain a high level of customer satisfaction through professional and empathetic service.
- Continuously learn about new products, services, and technologies to enhance support capabilities.
Required Skills
- Minimum of 1 year of experience in a technical support or helpdesk role.
- Strong understanding of internet concepts, TCP/IP, DNS, and basic networking principles.
- Proficiency in troubleshooting common operating systems (Windows, macOS, Android, iOS).
- Excellent verbal and written communication skills in English.
- Proven ability to diagnose and resolve technical issues effectively and efficiently.
- Experience with helpdesk ticketing systems and CRM software.
- Customer-centric mindset with a strong commitment to service excellence.
- Ability to remain calm and professional under pressure.
Preferred Qualifications
- Bachelor’s degree or HND in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification or similar IT service management certifications.
- Relevant certifications such as CompTIA A+, Network+, or CCNA.
- Previous experience in the telecommunications or ISP industry.
- Familiarity with remote desktop support tools.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance.
- Opportunities for professional development and training.
- Career growth opportunities within a leading ISP.
- Access to the latest internet technologies.
- Supportive and collaborative work environment.
- Paid time off and public holidays.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience and skills.