L1 Support - Junior

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Basic Information
Job Code l1
Job Level Junior
Job Position L1 Support Assistant
Employment Type Full Time
Hiring Source Open for Both (Internal and External)
Total No Of Vacancy Must have two wheeler with valid license
Locations Nepal : Kathmandu Valley
Offered Salary Negotiable
Published Date 08/07/2024 AD, 2081-03-25 BS
Apply Before (Deadline) 23/07/2024 AD, 2081-04-08 BS(1 days from now)
Job Specification
Required Qualification Bachelor
Required Degrees Bachelor of Engineering in Information Technology, Bachelor of Information Management (BIM), BIT
Experience More Than or Equal To 1 Years
Required Gender Any
Position Summary

We are seeking an individual for the role of Level 1 (L1) Support Assistant, pivotal in delivering frontline assistance and technical support to end-users on the client side.

Major Roles And Responsibilities (Job Details)

Customer Assistance:

  • Respond promptly and professionally to customer inquiries through various channels (phone, email, chat, field visit etc.).
  • Provide clear and concise information to customers regarding our internet-based products and services.
  • Assist customers in troubleshooting basic technical issues and guide them through problem-resolution steps.

Technical Troubleshooting:

  • Diagnose and resolve simple technical issues related to internet connectivity, account access, and basic software functionalities.
  • Escalate complex technical issues to higher-level support teams while providing comprehensive information for efficient resolution.

Documentation:

  • Maintain accurate and detailed records of customer interactions, technical issues, and solutions in the support ticketing system.
  • Contribute to the creation and improvement of knowledge-base articles for common issues and solutions.

Communication:

  • Collaborate with other support team members to share information and ensure a consistent approach to problem resolution.
  • Communicate effectively with customers, keeping them informed about the status of their inquiries and resolutions.


Notice:

  • We strongly recommend that candidates review the instructional video prior to submitting their application.
  • Applicants are required to include their photo, citizenship document, and resume, which should be updated within their candidate profile before submitting their job application.