Support Desk Agent at Lumos Nigeria

Lumos is a market leader in Africa, delivering affordable and clean solar energy solutions to businesses and households. Since 2013, Lumos has deployed over 200,000 solar home systems and continues to expand rapidly to meet growing energy needs across the continent.

Job Details

Job Title: Support Desk Agent
Location: Apapa Expressway, Lagos
Employment Type: Full-time
Department: Community Operations

Role Overview

The Support Desk Agent serves as the first point of contact for Lumos partners whose customers are experiencing issues with their solar systems. The role involves troubleshooting, providing support, escalating unresolved issues, and ensuring a positive customer experience.

Key Responsibilities

• Respond to inbound calls, emails, and messages from partners

• Log complaints, inquiries, and feedback accurately in the CRM system

• Provide step-by-step guidance to resolve basic technical issues remotely

• Educate partners on proper usage and maintenance of solar systems

• Identify and diagnose common technical issues with solar systems and accessories

• Verify installation details and system performance using monitoring tools

• Perform remote diagnostics and coordinate on-site support when required

• Escalate complex issues to the Technical or Field Support teams

• Track escalated cases and provide timely follow-ups

• Document all actions and maintain accurate case records

• Conduct validation calls and provide product and subscription information

• Advise customers on energy usage best practices

• Prepare regular reports on complaints, resolutions, and trends

• Ensure compliance with company policies, SLAs, and data confidentiality

Qualifications

• OND, HND, or Bachelor’s Degree in any field

• Experience in customer service or technical support is required

• Experience in renewable energy or telecoms is an added advantage

• Familiarity with solar home systems is a plus

Skills

• Strong communication and interpersonal skills

• Excellent problem-solving and analytical abilities

• Basic technical knowledge of solar systems

• Calm and professional under pressure

• Proficiency in CRM tools and Microsoft Office

• High attention to detail and strong documentation skills

Salary

N100,000 – N120,000 monthly

How to Apply

Interested and qualified candidates should send their CV using the Job Title and Location as the subject of the email.