Job Detail


Jawalakhel, Lalitpur
  • Job Category Tele communication
  • Job Level Mid Level
  • No. of Vacancy 2
  • Offered Salary Fixed
  • Age Greater or Equals to 18-33
  • Gender Male
  • Education +2
  • Experience Required 6 Months
  • Office Hour 09:30 AM - 5:30 PM
  • 1.Proactive and a team player
  • 2. Good communication skills with problem elocution on simple language
  • 3. Service oriented keeping customer first
  • 4. Sharp Technical Knowledge and soft communication skills
  • 5. Must have two-wheeler with valid driving license
  • 6. Must have personal laptop for official use.

Duties & Responsibilities

  • DCH Agent should proactively handle all technical calls related to Internet and IPTV. If calls are abandoned, agents should follow up the customers.
  • DCH average handling time is 5 minutes plus 2 minutes after work is added.
  • Log customer/employee queries in appropriate heading with problem described in task.
  • In case of difficulty, DCH agent should immediately communicate with shift supervisors to expedite the troubleshooting process.
  • Follow up the task assigned.
  • Create Task based on every customer's query through phone/email/sms with proper problem title.
  • Coordination between the customers, inter department /IPTV team.
  • Identify and escalate priority issues per Client specifications.
  • Develop diagnostic skills with solution in mind for internet, LAN, Wifi and related services.
  • Involve in documentation and active resolution process based on such requests.
  • Update task as action taken to troubleshoot with common title and clear language.
  • Timely Escalation of problem to other higher department and supervisors.
  • Educate other team members about the issues and action taken to solve the same.
  • Receive handed over task by other shift and handle with prioritizing solutions.
  • Actively participate in the training (Tech and non tech) to develop the learning.
  • Responsible for maintaining the defined KPI of the department.
  • Other Office duties (technical).
  • Basic knowledge of hardware and networking, router and switches.
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