Customer Support & Technical Support Specialist

NWADUBA GERALD OGHENETEGA

Lagos, Nigeria +*** 810-***-**** **************@*****.***

CUSTOMER SUPPORT SPECIALIST TECHNICAL SUPPORT ZENDESK EMAIL, CHAT & PHONE SUPPORT

PROFESSIONAL SUMMARY

Customer Support Specialist with experience delivering customer service through phone, email, and live chat in fintech and telecommunications environments. Skilled in Zendesk, CRM systems, ticket management, account recovery, KYC verification, fraud awareness, data entry, and technical troubleshooting. Proven ability to resolve customer issues, maintain accurate records, and provide professional support while working in remote environments. Strong communication, problem-solving, and organizational skills with a commitment to delivering excellent customer experiences and operational efficiency.

CORE SKILLS

Customer Support, Customer Service, Customer Experience, Technical Support, Email Support, Live Chat Support, Phone Support, Zendesk, CRM Systems, Ticket Management, Data Entry, Customer Relationship Management (CRM), Customer Communication, Escalation Management, Problem Resolution, Technical Troubleshooting, Account Recovery Support, KYC Verification, Fraud & Security Awareness, Payment & Transaction Support, Documentation & Record Keeping, Microsoft Excel, Google Workspace, Remote Collaboration, Time Management, Conflict Resolution.

PROFESSIONAL EXPERIENCE

Customer Support & Technical Support Specialist

Bankly Microfinance Bank Lagos, Nigeria

September 2023 – October 2024

• Delivered customer support through phone, email, and live chat channels, assisting customers with account access, transactions, and technical issues.

• Assisted customers with payments, transfers, wallets, debit cards, loans, and account-related inquiries.

• Diagnosed and resolved technical issues including failed transactions, login problems, OTP verification errors, app crashes, and card decline incidents.

• Managed customer tickets using Zendesk and internal CRM systems, ensuring accurate documentation, follow-up, and timely resolution.

• Supported account recovery, password resets, chargeback inquiries, refund tracking, and fraud-reporting processes.

• Conducted KYC verification and customer identity validation in compliance with regulatory and security requirements.

• Escalated complex customer and technical issues to engineering and specialized support teams while maintaining clear customer communication.

• Monitored suspicious account activity and followed fraud prevention procedures to support customer security.

• Collaborated with cross-functional teams in a remote work environment to improve service delivery and customer satisfaction.

• Maintained accurate customer records and support documentation to support efficient issue resolution.

Sales Representative

Dave Communications Lagos, Nigeria

July 2017 – October 2018

• Assisted customers in selecting telecom products, internet devices, service plans, and data packages based on their needs.

• Built and maintained positive customer relationships through professional communication and customer service.

• Registered and activated SIM cards while ensuring compliance with telecom regulations and KYC requirements.

• Conducted customer identity verification, NIN linkage, biometric verification, and customer data capture.

• Maintained accurate customer records, activation data, and sales documentation.

• Participated in marketing campaigns and customer engagement activities across multiple locations.

• Prepared daily sales reports, activation records, customer feedback summaries, and inventory reports.

PROJECTS

Customer Support Practice Project

• Practiced customer service scenarios involving complaint resolution, ticket management, and customer communication.

• Developed professional email responses and customer support templates.

• Applied customer retention, conflict resolution, and problem-solving techniques in simulated support environments.

EDUCATION

Bachelor of Laws (LL.B), Delta State University (2023) CERTIFICATIONS

• HubSpot Customer Service Certification

• Oxford Home Study Centre – Customer Service Work From Home Certificate

• Google Workspace Fundamentals

ADDITIONAL INFORMATION

• Experienced in supporting customers through phone, email, and live chat channels.

• Strong understanding of fintech customer operations, account support, KYC verification, and fraud awareness.

• Comfortable using Zendesk, CRM systems, Microsoft Excel, and Google Workspace.

• Experienced working in remote and fast-paced customer support environments.

• Available for remote Customer Support, Technical Support, Customer Success, and Virtual Assistant roles.

Contact this candidate