-DCH Agent should proactively handle all technical calls related to the Internet and IPTV. If calls are abandoned, agents should follow up with the customers

-DCH average handling time is 5 minutes plus 2 minutes after work is added.

-Log customer/employee queries in appropriate heading with the problem described in the task

-In case of difficulty, DCH agent should immediately communicate with shift supervisors to expedite the troubleshooting process.

-Follow up the task assigned

-Create Task based on every customer’s query through phone/email/sms with proper problem title

-Coordination between the customers, inter-department /IPTV team.

-Identify and escalate priority issues per Client specifications

-Develop diagnostic skills with a solution in mind for internet, LAN, Wifi and related services.

-Involve in the documentation and active resolution process based on such requests

-Update task as the action is taken to troubleshoot with common title and clear language

-Timely Escalation of problem to other higher department and supervisors

-Educate other team members about the issues and action taken to solve the same.

-Receive handed overtask by other shift and handle with prioritizing solutions

-Actively participate in the training (Tech and non-tech) to develop the learning

-Responsible for maintaining the defined KPI of the department

-Other Office duties (technical)

Applying Procedure: recruitment@vianet.com.np