Odixcity Consulting is a Nigerian HR consulting and procurement firm that provides business solutions to companies, entrepreneurs, and SMEs. We offer a wide range of services including recruitment, performance management, training and development, compensation and benefits, payroll and benefits administration, and procurement of goods and services.
Job Summary
We are looking for a proactive and technically minded Technical Support & Liaison Officer to serve as the bridge between our users and our development team. This role combines front-line user support with technical investigation and internal coordination to ensure issues are resolved quickly and users have a smooth product experience.
Key Responsibilities
- Conduct initial technical diagnosis when users report issues before escalating them to the development team.
- Use tools such as browser developer tools, console logs, and application logs to identify potential root causes.
- Translate user-reported issues into detailed technical tickets in the company’s issue tracking system (e.g., Jira).
- Work closely with the engineering team to clarify issues, provide additional testing information, and support debugging where necessary.
- Track reported issues throughout the development sprint cycle.
- Monitor the status of bug fixes and feature updates.
- Notify users promptly when their issue has been resolved or when a fix has been deployed.
- Manage and respond to incoming queries through the live chat support system.
- Assist users with “how-to” questions and guide them through core product workflows.
- Identify frequently asked questions and recurring issues.
- Convert common support interactions into easy-to-understand self-help articles.
- Contribute to building and maintaining the company’s internal and user-facing Knowledge Base.
Requirements
- Bachelor’s Degree in Computer Science or a related field.
- 3+ years in a SaaS-specific support role (FinTech, EdTech, or DevTools preferred).
- Proficient in Jira/Linear, Intercom/Zendesk, and Loom.
- Ability to clearly document technical issues for developers.
- Familiarity with JSON payload or checking a network request to see why a button didn’t trigger an action.
- Highly organised with strong attention to detail.
Method of Application
Meet the Qualifications? Email your CVs and cover letters to [email protected] using the Job Title as the subject.