L1 Technical Support Executive(Chitwan)
-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: firstname.lastname@example.org