Enterprise/reseller Support Associate Expert

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

Tagged as: Field Support Associate, Lalitpur, Vianet Communications Private Limited