Qualification: IT qualified graduate with at least two years’.

Experience: Experience of customer service roles will be advantageous.

Working Hours: 14:00 to 22:00 and 22:00 to 06:00

Job Location: Jawalakhel, lalitpur

Skills and Knowledge:

• the ability to think logically
• a good memory of how software and operating systems work
• excellent listening and questioning skills, combined with
• the ability to interact confidently with clients to establish what the problem is and explain the solution the ability to work well in a team
• problem solving skills
• a strong customer focus
• the ability to prioritize your workload
• Attention to detail.
• Must possess two-wheeler and valid driving license.

Job Duties & Responsibilities:

• AGENT are mainly responsible for reporting the enterprise/reseller support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the enterprise/reseller client ticket of the day and provide update to clients.
• The AGENT shall ensure that all enterprise/reseller support tickets are accounted for the day. All enterprise/reseller support tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.
• Monitor and maintain company/customer SLA.
• Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions
• Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely and on urgent need basis provide FV during night duty.
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritize and manage many open cases at one time
• Rapidly establish a good working relationship with customers and other professionals, such as software developers
• Test and evaluate new technology
• Provide monthly report on works done.

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