Technical Customer Experience Officer Location: Abeokuta Employment Type: Full-Time Reports To: Operations Manager Department: Customer Experience Application Deadline: Open Until Filled (Urgent Role)

ABOUT GRAZAC

GRAZAC is a forward-thinking technology education and innovation company committed to empowering individuals with the skills and opportunities to thrive in today’s digital economy. We deliver high-quality learning experiences, mentorship, and growth pathways for tech talents across Africa. As part of our growth, we are looking for a Technical Customer Experience Officer to join our dynamic team someone who is tech-savvy, empathetic, proactive, and able to translate technical challenges into solutions that delight our learners and clients.

JOB OVERVIEW

The Technical Customer Experience Officer will serve as the primary point of contact for students, clients, and partners who require technical and product related assistance. This individual will combine customer service excellence with technical proficiency to ensure a seamless user experience across GRAZAC’s learning platforms, tools, and communication systems. The ideal candidate should have a strong understanding of technology, digital platforms, and learning management systems (LMS), and be able to troubleshoot and resolve user issues effectively.

KEY ROLES & RESPONSIBILITIES

Customer Support & Engagement Respond promptly to student and client inquiries through digital channels (WhatsApp, Email, Social Media, etc.). Troubleshoot and resolve technical issues related to login, access, payments, or platform functionality. Guide new users through platform onboarding and orientation. Monitor and ensure continuous engagement of students across all cohorts. Build and nurture relationships with the GRAZAC community online and offline. Maintain a courteous, empathetic, and professional tone in all communications. Technical Support & System Management Provide first level technical support for issues related to GRAZAC’s online platforms. Liaise with the tech/product team to escalate and resolve complex technical issues. Monitor the performance of customer's facing digital systems and report irregularities. Maintain technical documentation and FAQs for internal and external use. Support the integration and testing of new digital tools and features. Data & Reporting Maintain accurate and updated records of customer interactions, issues, and resolutions. Generate weekly reports detailing common issues, user satisfaction levels, and technical improvement recommendations. Collect and analyze feedback to identify trends and improvement opportunities. Support management in using data insights to improve customer experience strategies. Cross-functional Collaboration Work closely with academic, operations, and tech teams to ensure a seamless student journey. Assist in creating and updating user manuals, guides, and helpdesk resources. Provide technical onboarding for new cohorts or product launches. Participate in team meetings and contribute to the development of customer engagement strategies. KEY PERFORMANCE INDICATORS (KPIs) Customer Satisfaction (CSAT): ≥ 90% satisfaction rating. Response Time: All inquiries resolved or escalated within 24 hours. First Contact Resolution Rate: ≥ 85%. Data Accuracy: 100% up-to-date and properly logged student data. System Uptime & Technical Issue Resolution: Minimal downtime and quick turnaround. Timely Submission: Weekly reports submitted on time.

REQUIRED QUALIFICATIONS & SKILLS

Education: Bachelor’s degree in Computer Science, Information Technology, Communications, or a related field. Technical certifications (e.g., Google IT Support, CompTIA A+, or equivalent) are an added advantage. Experience: Minimum of 2–3 years of experience in Customer Support, Technical Support, or Customer Experience (preferably in an EdTech, SaaS, or tech-related organization). Experience with CRM tools, Helpdesk software, and Learning Management Systems (LMS). Proven ability to manage large volumes of inquiries efficiently. Technical Skills: Strong understanding of web platforms, APIs, and basic troubleshooting. Ability to use tools such as Slack, Notion, HubSpot, Zendesk, Google Workspace, etc. Familiarity with databases, ticketing systems, and analytics dashboards. Basic HTML/CSS or IT support knowledge is a plus. Soft Skills: Excellent verbal and written communication skills. Strong problem-solving and analytical abilities. Empathy, patience, and a customer-first mindset. Team player with the ability to work independently under minimal supervision. High attention to detail and organizational skills.

WHAT WE OFFER

Competitive salary and performance-based bonuses. Hybrid work flexibility. Opportunities for professional growth and technical upskilling. Dynamic, inclusive, and innovation-driven work culture. The chance to directly impact lives through technology education.