Technical Support Analyst at Merrivilleltd, Lagos

We are currently seeking a highly skilled, empathetic, and detail-oriented Technical Support Analyst to join our team.

This role sits at the intersection of technical IT infrastructure and world-class customer support.

Job Responsibilities

– Diagnose and resolve operational issues related to Warehouse Management Systems (WMS), database performance, and ancillary software.
– Monitor SQL performance, tune queries/indexes, and work with stored procedures to ensure optimal system data flow.
– Collaborate with external vendors and third-party providers such as ERP providers, Honeywell/Vocollect, Bartender, and Georgia Softworks to resolve technical issues.
– Provide exceptional customer support to internal teams, external partners, older adults, and individuals with disabilities using active listening and empathy.
– Meet or exceed customer satisfaction scores, response times, and resolution SLAs.
– Maintain accurate and detailed documentation of all technical issues and customer interactions within ticketing and CRM systems.

Requirements

– Strong proficiency in SQL/Oracle queries, stored procedures, and database performance tuning.
– Foundational knowledge of cloud environments such as AWS, Azure, OCI, or Google Cloud.
– Excellent verbal and written English communication skills with the ability to explain technical concepts clearly and professionally.
– Minimum typing speed of 40 WPM and ability to multitask across multiple systems including MS Office, CRM, and contact center solutions.
– Strong analytical skills, emotional intelligence, and the ability to manage competing priorities effectively.
– Must be available to work within the US time zone.

How to Apply:

Interested and qualified candidates should kindly send their CV