Senior Customer Support Engineer at Netcom

Full Time
  • Full Time
  • Lagos


Job Details

Position: Senior Customer Support Engineer
Company: Netcom
Location: Lagos
Type: Full Time

About us

Founded in 2004 to cater for Nigeria’s emerging markets, Netcom quickly became a leading communication infrastructure provider of IP networking services. We revolutionised internet access in Nigeria providing highly available SME WIMAX and VSAT services backed by global standards SLA and customer support. 

As the needs of our customers expanded, so did our capabilities, and Netcom became the first private company to offer fiber access services in Nigeria. Over time we became more strategic, and our client demanded solutions to more than just Internet, which pushed us to develop our cloud, managed, and outsource solutions. 

Today we specialise in transformational IT solutions for your business. We have experts in hundreds of technologies and the experience to bring your business goals from vision to execution. If you need consulting on your technology roadmap or just need us to bring your email to the cloud, we can help.

Job Description

Objective & Summary

Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services. You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships. Your role will be critical in ensuring a positive customer experience and driving customer loyalty.
Key Duties & Responsibilities
• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
• Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
• Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
• Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database.
• Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise.
• Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
• Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.


Essential Skills / knowledge / traits
• Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
• Proficiency in using help desk software, customer support tools, and remote support technologies.
• Familiarity with a range of operating systems, software applications, and networking concepts.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications in relevant technologies or platforms may be a plus.
Experience, Education and/or Professional Qualifications
• Bachelor’s degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• Proven experience in technical support, customer service, or a related role.


  • Healthcare Insurance (HMO)
  • Paid Leave
  • Group Life Insurance
  • Hybrid work model
  • Professional Development Reimbursement

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