Vianet Communications - Recent Job Vacancy Nepal

Nos. of Opening : 1
Location : Jawalakhel Lalitpur
Experience : 1 year +
Qualification Degree : Bachelors in IT or Engineering
Salary : Negotiable
Category : Others
Nature : Part Time

Job Description

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

Job Specification

Number of Vacancy(ies): 1

Qualification: Bachelors in IT or Engineering

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

Contract of Employment: Morning( 6:00 am to 2 :00 pm)

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 result.

Apply Instructions

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Industry Type Telecommunication / ISP

Location Chabahil,ktm

Organization Size 1-10