L1 Field Support- Pokhara

Konnect Solution Private Limited Pokhara

Job Description:

• Answer customer calls and log issues in the ticketing system. 
•  Provide basic troubleshooting for internet, router, and service issues. 
•  Escalate unresolved problems to L2/NOC/field teams. 
•  Monitor open tickets and ensure timely follow-up. 
•  Communicate service updates and resolutions to customers. 
•  Maintain call logs, reports, and support documentation. 
•  Follow support SOPs and call-handling standards.

Specification:

• Good communication and customer service skills 
•  Basic IT/network troubleshooting knowledge 
•  Ability to remain calm under pressure 
•  Strong problem-solving and coordination skills 
•  +2 or Bachelor’s degree in IT/Management 
•  Experience in call center or ISP support preferred 
•  First Call Resolution (FCR) 
•  Ticket handling accuracy 
•  Customer satisfaction score 
•  Average Handling Time (AHT)