Partner - Customer Success Cloud Sales First Level Support.Enterprise Business NG

MTN EXTERNAL CAREER SITE Open · verified Oct 11, 2026

Ikoyi Full-time Mid-level Customer Success

At a glance

Mid-level Customer Success role at MTN EXTERNAL CAREER SITE. Ikoyi · full-time.

Pay not stated

RoleCustomer Success

SeniorityMid-level

LocationIkoyi

EmploymentFull-time

PostedOct 9, 2026 · 2d ago

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Walk new customers through account creation, signing in, basic setup and finding service documentation
Take first-line cases through email, chat, WhatsApp and phone, resolving them or escalating under SLA guidance
Keep the helpdesk queue moving and record customer details, reported problems and outcomes in CRM or ticketing tools
Route customer feedback across product, technical and billing teams, then add known issues and response scripts to the knowledge base

What you bring

Bring three to seven years of relevant work, including two or more years handling customer service or entry-level technical support
Hold a first degree in communications, business, IT or another customer-facing discipline
Know cloud computing, Linux or Windows administration, networking and DevOps practices
Have used CRM or helpdesk software

Who this fits

This mid-level, hands-on role suits someone who can guide customers through onboarding and handle first-line technical questions. The position is based in Ikoyi, Nigeria; English and a local Nigerian language are preferred.

From the employer

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.

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