Vianet Communication Ltd. Vacancy for Help Desk Executive

Number of Vacancy(ies): 1
Qualification: +2 (intermediate) completed or equivalent level of education
Experience: Bachelor’s running/Complete in management or computer engineering stream.
Contract of Employment: Full-time
Job Location: Jawalakhel , 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

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

Application Deadline: 2024-06-04

To apply visit: vianet.com.np