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Customer Support Officer

Spintex Road, Accra, Ghana

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Job Summary

The Customer Support Officer provides technical assistance and post-sales support to clients using the company’s software and IT solutions. This role focuses on troubleshooting, guiding customers through product usage, and resolving service-related challenges. The Support Officer works closely with IT, ERP, and implementation teams to ensure a smooth client experience throughout the product lifecycle—from installation to maintenance.

 


Department: Customer Experience

Reports To: Customer Experience Manager

Work Type: Full-time

Work Location: Spintex Road, Accra

Work Schedule: Monday to Friday, 9:00 AM – 4:00 PM 

Application Deadline: Friday, 9th May 2025

Key Responsibilities

Technical Support & Troubleshooting:

  • Respond to client issues and inquiries via phone, email, chat, or on-site visits.
  • Diagnose, log, and resolve technical problems using support tools or escalate to relevant departments.
  • Support clients with software setup, updates, and minor configurations (e.g., Odoo, Vyapar, RosarioSIS, etc.).
  • Assist in post-deployment customer handholding and user training.

Documentation & Ticket Management:

  • Record all support tickets, solutions, and feedback in the system.
  • Maintain a knowledge base of frequent issues and resolutions.
  • Track and follow up on open support requests and ensure timely resolution.

Client Training & Product Guidance:

  • Deliver basic training to clients on system features and usage.
  • Create and share user-friendly guides or FAQs based on recurring queries.
  • Provide walkthroughs during software installations or upgrades.

Cross-Departmental Coordination:

  • Collaborate with IT, ERP, Admin/HR, and Customer Service to ensure aligned communication with clients.
  • Participate in support planning during software projects for schools, pharmacies, retail, and other sectors.

 

 Qualifications & Experience

  • HND or Bachelor’s Degree in IT, Computer Science, Business IT, or a related field.
  • 2–4 years of experience in technical support, preferably in a software or IT company.
  • Familiarity with Odoo, Vyapar, or other ERP/CRM systems is an advantage.
  • Knowledge of remote access tools, basic networking, and troubleshooting software errors.

 Required Skills

    • Strong technical and analytical skills
    • Clear communication and patience in guiding users
    • Ability to simplify complex ideas into user-friendly instructions
    • Time management and prioritization
    • Customer-focused and solution-oriented mindset

Key Performance Indicators (KPIs)

  1. Ticket response and resolution time
  2. First-call resolution (FCR) rate
  3. Number of successfully supported implementations
  4. Client feedback on support interactions
  5. Accuracy and completeness of support logs
  6. Number of client training sessions conducted

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