Supervisor, Customer Support at Netcom

Full Time
  • Full Time
  • Lagos

Job Details

Position: Supervisor, Customer Support
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

Objectives & Job Summary

Your primary responsibility will be to manage the Customer Support Team. You will provide leadership and supervisory functions using available resources to drive superior service delivery. The Customer Support Team 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
• First-line interaction with customers to ensure customer queries/requests/concerns are attended, documented, and reported to management using the ticketing system.
• Follow-up with the relevant capability owners in cases of delay, escalate at deviations.
• Ensure daily operational reports are prepared and submitted in time.
• Ensure efficient operations within the team by coordinating remedies of issues affecting operations.
• Ensure Customer Service attitude is exemplified by actions and initiatives.
• Motivate contribution from colleagues to ensure customer delight.
• Adopt standards for business activities/processes and ensure adherence.
• Share improvisations with management that can be replicated at service channels.


Essential Skills / knowledge / Traits
• Customer Focused, result oriented, Zeal for initiative with speed.
• Leadership quality and team Handling capacity, Energetic and Assertive, Customer query resolving skills, Excel Knowledge is a MUST.
• 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
  • Professional Development Reimbursement

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