About Diallog
Founded in 1998, Diallog Telecommunications serves thousands of customers across Canada, providing internet, voice, and data services to both business and residential users. Our clients include small to mid size businesses, large corporations, and home users who count on us for reliable, high-quality service.
We take pride in offering exceptional technical support and customer service. Our team is well-trained, well-equipped, and trusted to solve issues efficiently while delivering a great customer experience.
The Role: Technical Support & Customer Service Specialist
Are you a customer focused technical wizard able to help others resolve their technical issues with ease? Do you love engaging and supporting customers on a daily basis to ensure the very best in service? Then Diallog is the place for you.
We’re hiring remote, Nigeria-based Technical Support & Customer Service Specialists to join our growing team. This is a hybrid role where you’ll be responsible for handling both technical troubleshooting and customer service inquiries.
You’ll be the first point of contact for customers reaching out with service issues or questions. You’ll work through support tickets, escalate network incidents when needed, and respond to phone or email inquiries with professionalism and care.
We're looking for someone who’s technically capable, customer-obsessed, and able to juggle multiple types of tasks, from resolving connectivity issues to walking a customer through their billing questions.
Key Responsibilities
Technical Support
- Troubleshoot and resolve service issues involving Cable Internet, DSL Internet, Fibre Internet, VoIP Phone, and other telecom services
- Manage support tickets through our internal helpdesk system
- Escalate service incidents to vendors or internal technical teams as needed
- Follow up with customers to confirm full resolution before closing any case
- Maintain clear and accurate records of each support interaction
Customer Service
- Answer inbound calls and emails from customers with a friendly, helpful tone
- Handle billing inquiries, account updates, and general service questions
- Take ownership of customer issues and provide updates throughout the resolution process
- Provide information on Diallog’s products and services in a clear and supportive way
- Coordinate with internal departments to ensure a smooth and positive customer experience
Requirements
- Experience in a technical support, customer service, or hybrid support role
- Excellent English communication skills (both verbal and written)
- Strong technical aptitude and the ability to troubleshoot networking or VoIP issues
- Proficiency with Windows computers, Microsoft Word, Excel, and email
- Ability to work independently and as part of a remote team
- Willingness to rotate shifts, including overnight shifts as needed - shift schedules may change periodically
- This is a full-time role - candidates must not have any other active full-time employment or commitments
- Reliable home setup with consistent electricity and wired Ethernet connected high-speed internet connection
What We Offer
- Fully remote position based in Nigeria
- Competitive pay based on experience
- Supportive onboarding and training
- Flexible 8 hour shifts available between 1PM–5AM Lagos time (8AM–12AM Eastern)
Important: This is a Full-Time Independent Contractor position. You will be responsible for managing your own taxes and compliance with local regulations.
Job Type: Full-time
Pay: ₦2,500.00 - ₦3,000.00 per hour
Expected hours: 36 – 44 per week