Partner - Customer Success Cloud Sales First Level Support

Reports To: Senior Manager - Cloud Business Technology

Division: Enterprise Business

Mission

• Deliver first-level technical and onboarding support for MTN Cloud customers, ensuring a smooth post-sale experience and early adoption success.
• This role serves as the primary point of contact for incoming queries related to onboarding, billing, service configuration, and account usage for MSMEs, startups, and enterprise cloud customers.

Description

• Support customer retention and revenue realization through rapid onboarding assistance.
• Handle and resolve first-level support tickets and inquiries via email, chat, WhatsApp, and phone.
• Support new customers through account setup, user login, basic configuration, and documentation access.
• Monitor helpdesk queue, prioritize requests, and escalate issues per SLA guidelines.
• Collaborate with product, technical, and billing teams to route feedback or solve cross-functional queries.
• Maintain customer records, issue logs, and resolution history in CRM or helpdesk platform.
• Use and update CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Participate in team meetings, issue resolution huddles, and QA sessions
• Document known issues, templates, and scripts for knowledge base updates.

Requirements

Education:

• First degree in Communications, Business, IT, or any customer-facing field
• Certification in customer service, cloud platforms, or technical support preferred
• Fluent in English and at least one local Nigerian language preferred

Experience:

• 3-7 years' experience which includes
• 2+ years in customer service or first-line technical support
• Familiarity with cloud computing, Linux and Windows administration, networking knowledge, DevOps practice.
• Experience with CRM/helpdesk software.