ENTERPRISE SUPPORT REPRESENTATIVE

MAIN DUTIES & RESPONSIBILITIES

• Pro-actively monitor customer circuits and react accordingly to any problem round the clock 24 x 7 in shift duties.
• Handle inbound customer service phone calls.
• Troubleshoot remotely or via field visit to solve the issue raised by the customer.
• Initiate required action for response to customer requests and communicate the change to appropriate personnel, branch or offices throughout the country
• Follow up and escalate the issue to respective team and departments in order to solve the problem of customer
• Follow up and take care of all customer support tickets during off-hours and holidays of the company.
• Daily reporting of tasks performed and assists in maintaining documentation.
• Other responsibilities as assigned by the supervisor.

QUALIFICATIONS & REQUIREMENTS

• Minimum Bachelors’ Degree (preferred in IT, Science or Engineering) with at least six months experience in the Company.
• Good knowledge in holistic operations of the Internet, TCP/IP, Routing Protocols, VPN and Wireless networking
• Comfortable working in Windows, Linux or similar environment
• Good written and verbal communication skills both in English and Nepali.
• Must hold two wheeler and a driving license.