Support Supervisor

Published Date: 2022-03-18
Application Deadine: 2022-03-31

Number of Vacancy(ies): 2
Qualification: Bachelors Completed in IT/Engineering
Experience: 2 years in the ISP (Internet Service Provider) field managing teams
Contract of Employment: Full-time
Working Hours: 8 hours
Salary: Negotiable
Job Location: Jawalakhel, Lalitpur

Skills and Knowledge:
  • Experience as a supervisor in ISP or any area of IT. Hands on experience in ISP (Internet Service Provider)
  • Ability to communicate well orally and in writing with customers, management, and coworkers is crucial.
  • Good oral and written communication skills.
  • Strong technical knowledge in networking systems.
  • Strong analytical skills.
  • Ability to prioritize and manage tasks.
  • Excellent time management and problem-solving skills.
  • Exceptional customer service skills.
  • Providing technical related support to all customers of Vianet within stated SLA (Service Level Agreement)
  • Involve with all technical stakeholders to ensure smooth internet connectivity on customer’s
Job Duties & Responsibilities:

Department : Customer Service and Support Department

Shift we are looking for: 2:00 PM – 10:00 PM

6:00 AM – 2:00 PM

  • Plan and implement call center strategy
  • Monitor operations to ensure adherence to service level standards and company/department policies and procedures
  • Measure agents’ performance with KPIs
  • Keep track of employee attendance, and make sure work procedures are complied with organization policy.
  • Assist in hiring and onboarding new employees.
  • Prepare monthly and annual performance reports.
  • Remain available at all times for agents’ questions and concerns.
  • Handle calls from customers who wish to speak to a supervisor for whatever reason.
  • Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
  • Review all call reports.
  • Maintain agent’s attendance records.
  • Train new call center agents.
  • Meet with HOD to report the progress and current issues
  • Provide helpful feedback and positive communication to motivate all the agents.
  • Run regular staff meetings with all the agents
  • Keep up with industry news.
  • Communicate any company policy and procedure changes to the agents.
  • Ensure adherence to the company’s policies and procedures
  • Keep senior management informed about recurring issues or problems
  • Prepare monthly, quarterly and annual reports
  • Set targets and goals for the week, month and year.
  • Good understanding of new technologies, product and implementing processes into the company
  • Troubleshoot application issues working with various technology partners and vendors.
  • Report, open & close incident of the incidents occurring.
  • Make proper documentation of all the occurring incidents
  • Stand as a mediator and central source of information flow of problems of customer and network
  • Manage and maintain the monitoring tools for its smooth operation
  • Make decisions quickly, often with limited information
  • Ensure ongoing training for support agents; advise support agents on career planning; maintain and analyze training records
  • Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
  • Determine root cause of issues and communicate appropriately to internal and external customers


Benefits of joining us!

  • Accidental and Medical Insurance
  • Company Bonus
  • Dashain Bonus
  • Paid annual leave and sick leave
  • Social Security Fund (SSF)
  • Internet Benefit
  • We provide continuous growth and development