The Role
Serve as primary contact for sales agents and field staff to resolve routine technical and operational issues, log and track support tickets, troubleshoot CRM and reporting tools, produce FAQs and guides, maintain data accuracy, generate basic reports/dashboards, and escalate recurring problems to cross-functional teams.
Summary Generated by Built In
Summary:
The First-Line Support Specialist plays a critical role in ensuring smooth operations for sales agents and field employees by serving as the primary point of contact for technical and operational inquiries. This position focuses on resolving routine issues promptly, maintaining accurate records, and contributing to continuous improvement by identifying recurring challenges. By providing timely support, maintaining documentation, and collaborating across teams, the specialist helps enhance user productivity and overall system efficiency.
Responsibilities:
- Serve as the first point of contact for sales agents and field staff, addressing basic inquiries and escalating complex issues in a timely manner.
- Log, track, and follow up on support tickets to ensure all issues are resolved within defined service levels.
- Provide hands-on assistance with CRM, sales, and reporting tools, including troubleshooting access and usage problems.
- Develop and maintain clear, user-friendly FAQs and how-to guides to empower field staff to resolve common issues independently.
- Support data accuracy by updating records and assist in generating basic reports or dashboards to monitor support trends and request volumes.
- Collaborate with cross-functional teams to communicate recurring issues, feedback, and suggestions for process enhancements.
Skills Required
- Act as first point of contact for sales agents and field staff
- Log, track, and follow up on support tickets within service levels
- Hands-on troubleshooting of CRM, sales, and reporting tools (access and usage issues)
- Create and maintain user-friendly FAQs and how-to guides
- Ensure data accuracy by updating records and assist in generating basic reports or dashboards
- Collaborate with cross-functional teams to communicate recurring issues and suggest process improvements
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The Company
What We Do
Jobberman is Nigeria's leading career development and recruitment solutions company, focusing on connecting qualified job seekers with verified employers. Headquartered in Lagos, Nigeria, the company operates as an online job marketplace and career portal. It provides comprehensive online career development support, training services, and personalized HR solutions designed to empower job seekers and assist employers in finding the right talent.
