Technical Support (IT Support) Representative at Prime Hire Agency

About Prime Hire Agency 

Prime Hire Agency is a leading staffing, recruiting, HR, and operations consultancy dedicated to excellence, transparency, integrity, and community impact. We are committed to making impactful work and creating a positive work culture where our employees thrive.

We’re currently seeking a dynamic and innovative individual for the role of Technical Support Representative to join our team.

Job Summary:

We are looking for a Technical Support Representative to join our team immediately. In this role, you will provide timely technical responses to inquiries from store employees, pharmacy staff, and clinic personnel, focusing on diagnosing and resolving issues related to hardware, pharmacy systems, point of sale systems, clinics, and photo services. Initially, you will work from our office in Lekki Phase 1, with the potential to transition to a remote position based on performance.

Specs:
Location – In Office (Lekki Phase 1) then Remote (based on performance)
Employment Type – Full Time

Key Responsibilities:

• Take live troubleshooting calls daily and provide outstanding customer service.

• Diagnose and resolve technical problems efficiently while striving for first call resolution.

• Utilize related online knowledge articles and maintain accurate up-to-date information on current policies, procedures, and troubleshooting techniques.

• Document problems, complete tickets, and request information in our case tracking system.

• Follow problem escalation and follow-up processes to ensure timely resolution of reported issues.

• Collaborate effectively within a team environment and handle call workload efficiently.

• Maintain a dedication to customer happiness and service level agreements.

• Makes outbound and receives inbound calls Interprets and explains information as required by the client

• Demonstrate technical proficiency and problem-solving skills to handle a variety of customer issues

• Monitors actions to ensure goals are met

• Adapt quickly to new processes, tools, and technologies as needed

• Understand and agree to role-specific information security access and responsibilities

• Ensure safety and confidentiality of data and systems by adhering to the organizations information security policies

• Provide feedback on common customer issues and contribute to the improvement of our support processes

• Ensure accurate and thorough documentation of customer interactions and resolutions

• Other tasks as assigned.

Qualifications:

• 3-5 years of technical support experience in a similar role.

• Strong problem-solving skills and attention to detail.

• Excellent communication skills, both written and verbal.

• Fast learner with the ability to quickly adapt to new technologies and processes.

• Proven ability to deliver outstanding customer support in a timely manner.

• Familiarity with hardware and software troubleshooting for retail and clinical environments is a plus.

Benefits:

• Competitive salary

• Opportunity to work in a dynamic startup environment with a great work culture

• Professional development and career growth opportunities

• Flexibility with remote work after initial in-office period

• Engaging and supportive team atmosphere

Application Closing Date:

• Position Starts Immediately

• If you’re a good fit, we’ll keep you on our database and staff you in our next available opening

Apply Here