Enterprise/reseller Support Associate Expert (Night)

Published Date: 2023-12-31
Application Deadine: 2024-01-07

Number of Vacancy(ies): 2
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.