Website Vianet Communication Ltd.
Enterprise/Reseller Support Associate Expert
Number of Vacancy(ies): 1
Qualification: IT qualified graduate with at least one years’
Experience: Experience in IT field /Experiences in network security, Microsoft, Linux, Juniper and Cisco technologies is highly recommended.
Working Hours: Morning /Day / Evening/Night
Job Location: Head Office
Skills and Knowledge:
- Communication Skills
- Customer Service Skills
- Technical Skills
- Coordination and Collaboration
- Interpersonal Skills
Job Duties & Responsibilities:
- AGENT are mainly responsible for reporting the enterprise/reseller support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the enterprise/reseller client ticket of the day and provide update to clients.
- The AGENT shall ensure that all enterprise/reseller support tickets are accounted for the day. All enterprise/reseller support tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.
- Monitor and maintain company/customer SLA.
- Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions
- Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely and on urgent need basis provide FV’s.
- Provide support, including procedural documentation and relevant reports
- Follow diagrams and written instructions to repair a fault or set up a system
- Support the roll-out of new applications
- Work continuously on a task until completion (or referral to third parties, if appropriate)
- Prioritize and manage many open cases at one time
- Rapidly establish a good working relationship with customers and other professionals, such as software developers
- Test and evaluate new technology
- Provide monthly report on works done.
Application Deadline: 2024-09-16