Qualification: Bachelors in IT or Engineering.

Experience: Experience as a supervisor in ISP or any area of IT.

Contract of Employment: Evening 2 pm-10pm

Job Location: Jawalakhel, lalitpur

Skills and Knowledge:

• Proven experience of network support and team management.
• Able to build effective working relationships with a variety of people at all levels
• Conflict resolution skills
• Tactful and diplomatic
•  Must promote a collaborative environment within and across support teams.
•  Customer focused
•  Must be effective with oral and written communication and be able to present technical concepts in an informative way to staff.
•  Active Communicator
•  Enthusiastic and Problem Solver
• Ability to work as part of a team to achieve individual and team results.

Job Duties & Responsibilities:

•  Monitor team 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 weekly and monthly 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.
•  Meet with HOD to report the progress and current issues
•  Provide helpful feedback and positive communication to motivate all the agents.
•  Run regular 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
•  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.

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