Job Detail

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.