Help Desk Executive

Published Date: 2024-02-12
Application Deadine: 2024-02-18

Number of Vacancy(ies): 1
Qualification: +2 completed or equivalent level of education
Experience: Bachelor’s running/Complete in management or computer engineering stream.
Contract of Employment: Full-time
Job Location: Panipokhari-kathmandu

Skills and Knowledge:
  • Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
  • You love to listen
  • You are customer centric.
  • Passion for care, curious to listen and empathetic in nature.
  • Enthusiastic and Problem Solver
  • Ability to work as part of a team to achieve individual and team results
  • Ability to ask prying questions and diffuse tense situations.
  • Strong time management and decision-making skills.
  • Adaptability and accountability.
  • You have the flexibility to work any shift Expected
Job Duties & Responsibilities:
  • Engaging in active listening with customers, confirming or clarifying information and diffusing angry clients, as needed.
  • To register the ticket on proper support ticket heading.
  • Providing customers with the organization’s service, product, and features information.
  • Making sales or recommendations for products or services that may better suit client needs.
  • Renewing packages, collecting payment providing bill to customers.
  • Handling accounts and billing issues for customers.
  • Engage in inactive customer follow-up when required.
  • Taking part in training and other learning opportunities to expand knowledge.
  • Provide effective resolutions to all the escalated issues.
  • Empathize with the customer and build the rapport.
  • Correct escalation to upstream and downstream department
  • Adhering to all company policies and procedures.


 Technical :

  • Troubleshoot internet and IPTV issues including on all consumer devices and recommend resolutions to ensure better customer services.
  • Troubleshoot and explain Wi-Fi issues to customers
  • Router Configuration
  • Update firmware on consumer devices
  • Correct escalation to upstream and downstream department
  • Coordinate with customers and the relevant departments of Vianet in order to schedule field visit at customer premises where required
  • Follow up to customers to evaluate service delivery Schedule Adherence
  • Participate in on-call rotation schedule for weekends and public holidays
  • Participate in over-time schedules if necessary as per the requirements of the company