Career Opportunity: User Support / Customer Support Analyst (100% Remote)
Career Opportunity: User Support / Customer Support Analyst (100% Remote)
Position: User Support / Customer Support Analyst
Company Type: Product-Led Technology Firm
Work Mode: Fully Remote
Compensation: ₦300,000 – ₦400,000 Monthly
About the Role
Are you a seasoned support professional with a passion for digital products and a knack for technical troubleshooting? Our client, a high-growth, product-led technology company, is seeking an experienced User Support Analyst to join their global team.
In a product-led organization, support is more than just answering tickets; it is a critical feedback loop that drives product innovation and user retention. As a User Support Analyst, you will be the voice of the customer, bridging the gap between user experience and technical execution. We are looking for a candidate who is not only empathetic but also analytical, capable of diagnosing complex issues and providing seamless solutions in a fast-paced environment.
Key Responsibilities
• Technical Troubleshooting: Diagnose and resolve complex user issues related to the digital product, ensuring a high first-contact resolution rate.
• User Advocacy: Collect and analyze user feedback, translating support interactions into actionable insights for the Product and Engineering teams to improve the overall user journey.
• Documentation: Create and maintain comprehensive internal and external knowledge base articles, FAQs, and support documentation to empower users.
• Multi-Channel Support: Manage high-volume inquiries across various platforms (Email, Chat, and Social Media) with professionalism and precision.
• Service Excellence: Maintain industry-leading Response Time (FRT) and Customer Satisfaction (CSAT) scores while adhering to established SLAs.
• Product Expertise: Stay updated on every product release, feature update, and technical nuance to provide expert-level assistance.
Required Qualifications and Experience
To excel in this role, you must meet the following criteria:
• Experience: A minimum of 4 years of professional experience in a User Support or Customer Support role.
• Sector Expertise: Proven experience supporting digital or tech products (SaaS, FinTech, E-commerce, or similar).
• Remote Ready: Demonstrated ability to work independently in a fully remote environment, showing strong discipline and time-management skills.
• Communication: Exceptional written and verbal communication skills; the ability to explain technical concepts to non-technical users is vital.
• Problem-Solving: A proactive analytical mindset with the ability to “think like a user” while diagnosing technical bugs.
• Tech Savvy: Familiarity with modern support tools (e.g., Zendesk, Intercom, Jira, or Salesforce) and digital collaboration platforms (Slack, Zoom).
Why This Role?
• Competitive Salary: A monthly remuneration between ₦300,000 and ₦400,000.
• Flexibility: Work from the comfort of your home, regardless of your geographical location.
• Professional Growth: Join a culture that values the support team’s input in the product development lifecycle.
How to Apply
If you meet the requirements and are ready to take the next step in your career with a forward-thinking tech company, please submit your application via the official recruitment portal:
Apply Here: Official Application Link
Link: https://docs.google.com/
Note: Only candidates who meet the 4-year minimum experience requirement and have supported digital products will be contacted for an interview.
