L1 Executive (Technical Support)

Published Date: 2019-09-06
Application Deadine: 2019-09-20

Job Level: Entry level
Number of Vacancy(ies): 15
Qualification: Bachelor in IT field
Experience: Freshers can apply
Contract of Employment: Full-time
Job Location: Jawalakhel, Head Office

Job Duties & Responsibilities:
  • Closely work with Customer Care Agents to resolve customer issues on FTR (first time resolution) basis
  • Train and provide on the job technical training to customer care agents
  • Responsible for first level technical resolution to the customers within designated SLA
  • Escalate complex technical issues to Level 2 Technical Support Team and follow up with Level 2 team until problem resolution
  • Trigger network/system incidents based on support ticket/calls
  • Take ownership of support issues from initial call/email/ticket to final resolution and closure