Website Vianet Communications Ltd.
JOB OPPORTUNITY
Enterprise/reseller Support Associate Expert (Night)
Number of Vacancy(ies): 5
Qualification: IT qualified graduate with at least two years’
Experience: Experience of customer service roles will be advantageous.
Contract of Employment: Full-time
Working Hours: 14:00 to 22:00 and 22:00 to 06:00
Job Location: Jawalakhel, lalitpur
Skills and Knowledge:
- the ability to think logically
- a good memory of how software and operating systems work
- excellent listening and questioning skills, combined with
- the ability to interact confidently with clients to establish what the problem is and explain the solution the ability to work well in a team
- problem solving skills
- a strong customer focus
- the ability to prioritize your workload
- Attention to detail.
- Must possess two-wheeler and valid driving license.
Job Duties & Responsibilities:
- AGENT are mainly responsible for reporting the enterprise/reseller support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the enterprise/reseller client ticket of the day and provide update to clients.
- The AGENT shall ensure that all enterprise/reseller support tickets are accounted for the day. All enterprise/reseller support tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.
- Monitor and maintain company/customer SLA.
- Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions
- Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely and on urgent need basis provide FV during night duty.
- Provide support, including procedural documentation and relevant reports
- Follow diagrams and written instructions to repair a fault or set up a system
- Support the roll-out of new applications
- Work continuously on a task until completion (or referral to third parties, if appropriate)
- Prioritize and manage many open cases at one time
- Rapidly establish a good working relationship with customers and other professionals, such as software developers
- Test and evaluate new technology
- Provide monthly report on works done.
Application Deadline: 2024-01-07