| Position Summary
We are seeking an Enterprise Support Assistant capable of effectively identifying customer requirements, providing clear and concise information clarification, conducting thorough issue research, and delivering appropriate solutions or alternative options.
- Bachelor in IT Background (Running/Completed)
- CCNA knowledge (preferred)
- Sound knowledge of customer handling (interpersonal, negotiation) skills
- Good command over both English and Nepali
- Good knowledge of computer networking
- Sound skills on computer office package
- Ability to do work in a rotational shift basic (flexible time)
- Ability to type a minimum 30 Wpm plus
| Major Roles And Responsibilities (Job Details)
- Identify and assess customer needs, ensuring a clear understanding of their requirements.
- Clarify information by actively engaging with clients via phone, email, or SMS.
- Conduct thorough research for every issue raised and provide appropriate solutions or alternative options.
- Handle inbound calls and respond to client concerns until their problems are resolved through effective communication via phone or email.
- Assist customers with any technical issues they may encounter with the services provided.
- Escalate unresolved issues to the Team Leader (TL) in a timely and appropriate manner.
- Receive and distribute accurate information to relevant parties.
- Prepare and submit individual daily, weekly, and monthly reports as required.
- Coordinate with different departments to ensure smooth interdepartmental collaboration.
- Escalate problems to the relevant departments for prompt resolution.
- Fulfill duties in accordance with Enterprise Support (ES) requirements.
- Establish and nurture sustainable personal relationships with customers, going the extra mile to engage them effectively.
- Meet personal and team targets in terms of quality and quantity.
- Monitor and troubleshoot network-related issues as necessary.