Tech Support Officer

Role Summary
The Technical Support Specialist is responsible for providing timely and effective technical support to SycamoreNG customers and internal users. The role involves troubleshooting issues across web and mobile applications, APIs, and other digital products, while working closely with Engineering and Product teams to resolve technical issues and improve user experience. The ideal candidate should be technically proficient, customer-focused, resourceful, and able to communicate complex technical information clearly to both technical and non-technical users.

Key Responsibilities

●Key Responsibilities

As a Technical Support Specialist, you will:

● Respond to CX inquiries via Freshdesk, email, and chat in a timely and

professional manner.

● Troubleshoot and resolve customer issues, escalating to the engineering team

when necessary.

● Collaborate with engineering teams to identify, document, and resolve bugs.

● Ensure accuracy, clarity, and professionalism in every interaction.

● Suggest and implement process improvements to optimize workflows and

efficiency.

● Track and report customer experience trends and insights.

● Stay up-to-date with Sycamore products, fintech compliance requirements,

and industry best practices.

● Commit to ongoing professional development through certifications,

webinars, and courses.

Requirements

● 3-5 years of experience in technical support, IT helpdesk, or customer-facing

fintech roles.

● Strong troubleshooting skills for web, mobile, and API-related issues.

● Hands-on experience with support tools (Freshdesk, Jira, or similar).

● Excellent communication skills with the ability to simplify technical details.

● Highly organized, resourceful, and able to take ownership of tasks.

● Familiarity with fintech systems such as digital lending, wallets, or KYC/AML is

an advantage.

Job Type: Full-time

Work Location: Hybrid remote in Ikeja