About Company
MTN Nigeria is a leading telecommunications company, part of the MTN Group, a multinational mobile telecommunications company operating in many African and Asian countries. Since its launch in 2001, MTN has revolutionized communication in Nigeria, becoming the largest mobile network operator with a vast and rapidly growing subscriber base. Committed to connecting people, MTN Nigeria provides a wide range of innovative services including voice, data, digital, and mobile money solutions, actively driving digital transformation and economic growth across the nation. The company is dedicated to continuous innovation, ensuring high customer satisfaction, and contributing significantly to community development through various corporate social responsibility initiatives. We foster a vibrant and inclusive work environment that empowers our employees to excel and contribute meaningfully to Nigeria’s digital future, offering extensive opportunities for growth and impact within a dynamic industry.
Job Description
Are you passionate about technology and dedicated to providing exceptional customer service? MTN Nigeria is seeking a highly motivated, empathetic, and customer-focused Technical Support Officer to join our dynamic and expanding team in Calabar. In this vital role, you will serve as the primary point of contact for our valued customers, addressing their technical inquiries, proactively resolving complex service issues, and guiding them through our innovative product offerings with expertise and professionalism. Your day-to-day responsibilities will range from troubleshooting intricate network connectivity problems and data plan configurations to assisting with device settings, SIM registrations, and activations of various digital services. Your technical acumen and commitment to service excellence will ensure our customers enjoy seamless and reliable access to MTN’s world-class telecommunications services, solidifying their trust and loyalty. This position offers a fantastic opportunity to be at the forefront of customer experience, contributing directly to overall customer satisfaction while rapidly developing your technical and interpersonal skills within a leading global brand. You will work within a supportive, collaborative team environment, leveraging advanced tools and resources to deliver prompt, effective, and friendly support. If you thrive in a fast-paced, challenging environment and are committed to making a tangible difference in customers’ daily lives through cutting-edge technology, we strongly encourage you to apply and help us continue to keep Nigeria connected.
Key Responsibilities
- Provide first-line technical support to MTN customers across various channels, including phone, email, chat, and in-person at service centres.
- Accurately diagnose and efficiently resolve technical issues related to mobile network services (voice, SMS, data), internet connectivity, and a diverse range of digital products.
- Assist customers comprehensively with device configuration, data settings, SIM registration, porting processes, and other service activations and troubleshooting.
- Escalate complex or unresolved technical issues to higher-tier support teams or specialized departments when necessary, ensuring meticulous documentation and diligent follow-up until resolution.
- Educate customers proactively on MTN products, services, self-help tools, and best practices to enhance their overall user experience and foster digital literacy.
- Maintain accurate and detailed records of all customer interactions, technical problems encountered, and their respective resolutions within the CRM system.
- Adhere strictly to company policies, operational procedures, and service level agreements (SLAs) to ensure consistent, high-quality service delivery.
- Continuously update personal knowledge and skills on new products, services, technical advancements, and industry trends within the telecommunications sector.
Required Skills
- Proven experience (minimum 2 years) in a technical support or customer service role, preferably within the telecommunications sector.
- Strong understanding of mobile network technologies (2G, 3G, 4G/LTE, 5G basics), internet protocols, and various smartphone operating systems (Android, iOS).
- Excellent verbal and written communication skills with the ability to explain complex technical information clearly and patiently to non-technical users.
- Exceptional problem-solving, critical thinking, and analytical abilities, coupled with a keen eye for detail.
- Proficiency in using CRM software, ticketing systems, and other support tools.
- Ability to work effectively under pressure in a fast-paced, dynamic, and target-driven environment.
- Demonstrable empathy, patience, and a strong customer-centric approach to service delivery.
Preferred Qualifications
- Bachelor’s degree or Higher National Diploma (HND) in Computer Science, Electrical/Electronic Engineering, Telecommunications, or a closely related technical field.
- Relevant professional certifications in IT support (e.g., CompTIA A+, ITIL Foundation).
- Fluency in additional local Nigerian languages (e.g., Efik, Ibibio) relevant to the Calabar region, beyond English.
- Prior experience specifically with MTN products, services, and internal systems.
Perks & Benefits
- Competitive salary package and attractive performance-based bonuses.
- Comprehensive health insurance plan, covering medical, dental, and optical needs.
- Robust pension scheme to secure your financial future.
- Extensive opportunities for professional development, continuous learning, and clear career growth paths within a leading multinational company.
- Generous employee discounts on MTN products and services.
- A supportive, collaborative, and innovative work environment.
- Paid time off, including annual leave and public holidays.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the ‘Application Link’ below. Please ensure your resume highlights your relevant technical support and customer service experience, demonstrating your passion for technology and commitment to customer satisfaction. MTN is an equal opportunity employer and values diversity, encouraging applications from all qualified individuals.