Help Desk Executive

Job Description

Job Duties & Responsibilities:

• Engaging in active listening with customers, confirming or clarifying information and diffusing angry clients, as needed.
• To register the ticket on proper support ticket heading.
• Providing customers with the organization’s service, product, and features information.
• Making sales or recommendations for products or services that may better suit client needs.
• Renewing packages, collecting payment providing bill to customers.
• Handling accounts and billing issues for customers.
• Engage in inactive customer follow-up when required.
• Taking part in training and other learning opportunities to expand knowledge.
• Provide effective resolutions to all the escalated issues.
• Empathize with the customer and build the rapport.
• Correct escalation to upstream and downstream department
• Adhering to all company policies and procedures.

 Technical :

• Troubleshoot internet and IPTV issues including on all consumer devices and recommend resolutions to ensure better customer services.
• Troubleshoot and explain Wi-Fi issues to customers
• Router Configuration
• Update firmware on consumer devices
• Correct escalation to upstream and downstream department
• Coordinate with customers and the relevant departments of Vianet in order to schedule field visit at customer premises where required
• Follow up to customers to evaluate service delivery Schedule Adherence
• Participate in on-call rotation schedule for weekends and public holidays
• Participate in over-time schedules if necessary as per the requirements of the company

Job Specification

Number of Vacancy(ies): 1

Qualification: +2 completed or equivalent level of education

Experience: Bachelor’s running/Complete in management or computer engineering stream.

Contract of Employment: Full-time

Job Location: Lalitpur

Skills and Knowledge:

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• You love to listen
• You are customer centric.
• Passion for care, curious to listen and empathetic in nature.
• Enthusiastic and Problem Solver
• Ability to work as part of a team to achieve individual and team results
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• You have the flexibility to work any shift Expected

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