Odixcity Consulting is Nigeria's leading foreign outsourcing firm, specializing in human resources and procurement. We believe in delivering business solutions to groups, entrepreneurs, and SMEs.
The Mission
- We are at a pivotal moment: Launch. As our first Technical Support & Product Liaison, you are the face of the company to our early users and the "voice of the user" to our engineers.
- You will be responsible for ensuring no user stays stuck for long, and no bug goes undocumented.
The Role
- This is a dual-impact role. One half of your day is spent in the chat interface, guiding users through the platform and solving "how-to" hurdles.
- The other half is spent in our technical stack—reproducing bugs, writing Jira tickets, and tracking development progress to ensure our product stays polished.
Key Responsibilities
Front-Line User Success (The "Help" Pillar):
- Real-Time Support: Own the live chat interface to answer "How do I...?" questions and guide users through core workflows.
- Unsticking Users: Proactively identify when a user is struggling with a specific action and provide the direct steps (or screen recordings) to get them past the finish line.
- Education: Transform common questions into simple "Self-Help" articles to build our initial Knowledge Base.
Technical Liaison (The "Dev" Pillar):
- Bug Diagnosis: When a user reports an issue, you don't just "pass it on." You investigate. You use Browser DevTools and logs to find the root cause.
- Jira/Ticket Management: Translate user issues into high-quality technical tickets. Every ticket you write must include:
- Clear "Steps to Reproduce."
- Expected vs. Actual behavior.
- Technical environment (OS, Browser, App Version).
- Impact level (Low/Medium/High/Blocker).
- Progress Tracking: You own the "Feedback Loop." You track the status of bugs in the dev sprint and are responsible for notifying the user the moment a fix is deployed.
Ideal Candidate Profile
- Experience: 3+ years in a SaaS-specific support role (FinTech, EdTech, or DevTools
- A proven working experience of 4-5 years and above preferred).
- Communication: You can pivot from a friendly, empathetic chat with a frustrated user to a cold, clinical, and precise bug report for a developer.
- Tools: Proficient in Jira/Linear, Intercom/Zendesk, and Loom.
- Technical Curiosity: You aren't afraid of looking at a JSON payload or checking a network request to see why a button didn't trigger an action.
- Languages: Proficiency in French is an added Advantage.
Method of Application
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