Functional Designation:  Senior Assistant

Department: Enterprise

Location: Dharan, Damak, Kawasoti, Kapilvastu, Dadeldhura

SKILLS & RESPONSIBILITIES:

• Solve customer’s technical issues remotely or on-site. Ensures customer satisfaction with follow-ups by visits & calls.
• Ability to handle the task of Link Provisioning & VLAN Configuration.
• Handle level-appropriate customer support requests via the ticket system.
• Create and maintain customer loyalty by serving customers above and beyond their expectations.
• Respond to customer’s enquiries relating to information, and fault calls resolving as many queries as possible on the first interaction.
• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved during the initial interaction.
• Identify and escalate problems affecting several customers or influencing the timely resolution of customer’s enquiries. This would include escalations to the team leader and other support, sales, or resolver groups as appropriate.
• Engagement in additional projects or areas of responsibility that will improve the team’s performance.
• Proactively contribute to the sub-ordinates and achieve teams & department goals.
• Other responsibilities as assigned by the supervisor.

QUALIFICATIONS & REQUIREMENTS:

• Bachelor’s Degree in any discipline with 2+ years of experience in a support function.
• Experience with a diverse range of Monitoring Suites not limited to Nagios & Cacti
• Good problem management, troubleshooting and analytical skills.
• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.
• Proven strong customer service oriented.
• Willingness to undertake additional projects and responsibilities.
• Flexibility with working hours (On / Off hours as required)
• Willing to visit customers extensively (for meetings & troubleshoot)
• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
• Should have Two-wheelers.

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