JOB OPPORTUNITY
Position: L1 Technical Support Executive (Chitwan)
Job Level: Entry Level
Number of Vacancy(ies): 1
Qualification: Bachelor’s degree in a relevant field
Experience: 1-2 Years
Contract of Employment: Full-time
Working Hours: 8 hours
Salary: 16k
Job Location: Chitwan
Job Duties & Responsibilities:
- DCH Agent should proactively handle all technical calls related to the Internet and IPTV. If calls are abandoned, agents should follow up with the customers
- DCH average handling time is 5 minutes plus 2 minutes after work is added.
- Log customer/employee queries in appropriate heading with the problem described in the task
- In case of difficulty, DCH agent should immediately communicate with shift supervisors to expedite the troubleshooting process.
- Follow up the task assigned
- Create Task based on every customer’s query through phone/email/sms with proper problem title
- Coordination between the customers, inter-department /IPTV team.
- Identify and escalate priority issues per Client specifications
- Develop diagnostic skills with a solution in mind for internet, LAN, Wifi and related services.
- Involve in the documentation and active resolution process based on such requests
- Update task as the action is taken to troubleshoot with common title and clear language
- Timely Escalation of problem to other higher department and supervisors
- Educate other team members about the issues and action taken to solve the same.
- Receive handed overtask by other shift and handle with prioritizing solutions
- Actively participate in the training (Tech and non-tech) to develop the learning
- Responsible for maintaining the defined KPI of the department
- Other Office duties (technical)
Applying Procedure: recruitment@vianet.com.np