Job Description

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

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

1. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

1. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

1. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place.

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).