Enterprise/reseller Support Associate Expert

  • Full Time
  • Lalitpur

Website Vianet Communication Ltd.


Enterprise/reseller Support Associate Expert

Number of Vacancy(ies): 1
Qualification: IT qualified graduate with at least one years’ experience in IT field
Experience: Experience of customer service roles will be advantageous for this job.
Contract of Employment: Full-time
Job Location: Jawalakhel

Skills and Knowledge:

The following skills are highly recommended:

  •  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’s.
  • 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: 2024-02-2

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To apply for this job please visit www.vianet.com.np.

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