L1 Support Associate Expert

Skills and Knowledge:

1.Strong understanding of basic networking concepts, including TCP/IP, DNS, DHCP, and wireless networking principles.

2. Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.

3. Quick decision-making abilities and a proactive approach to problem-solving, with a focus on delivering timely solutions to customer issues.

4. Customer-centric mindset with a genuine desire to help customers resolve their internet-related problems and improve their overall experience.

5. Ability to work independently as well as collaboratively within a team environment, demonstrating adaptability and flexibility in handling diverse tasks.

6. Detail-oriented with strong organizational skills, ensuring accuracy and thoroughness in documentation and task management.

Job Duties & Responsibilities:

1. Provide first-level support to customers experiencing internet connectivity issues, router configuration problems, and other related concerns.

2. Diagnose and resolve technical issues by utilizing basic networking knowledge and troubleshooting methodologies, ensuring minimal downtime for customers.

3. Interact with customers via phone to understand their concerns, offer timely assistance, and ensure a positive support experience.

4. Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our ticketing system, ensuring comprehensive documentation for future reference.

5. Collaborate with team members to share best practices, technical insights, and innovative solutions, contributing to the collective expertise of the support team.

6. Stay updated on the latest internet technologies, networking protocols, and industry trends to enhance your skills and knowledge base.

7. Escalate complex issues to Team lead/ Supervisors to facilitate timely resolution.

8.Eagerness to learn and grow professionally, with a commitment to continuous self-improvement and skill development.

Benefits:

1.Accidental and Medical Insurance

2.Dashain Bonus

3.Paid annual leave and sick leave

4.Social Security Fund (SSF)

5.Internet Benefit

6.We provide opportunities for continuous growth and development