L2 Technical Agent (Call Center)

s:

• Servetheneedsofcustomersinbasicandfurthertechnicalengineering, likeatroubleshootingnetwork/customersemail,handletheadministrationBasicQuestions, requestforinformationoracommunicationserviceviae-mail,phoneorchat.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Probing to the customer (Call back) and guiding the customer until the case is closed. (so you have to understand technically at least Knowledge of Networking (OSI Layer).
• Analyzing Tickets from channels (L1, other divisions, Email, Social Media, Apps on CBN)then L2
• Understandandresponses or escalation totheneedsofcustomers.
• Providesolutionsandsuggestionsareusefulforcustomers.
• Serve the needs of customers in basic and further technical engineering, like a troubleshooting/customers email, handle the administration Basic Questions, request for information or a communication service via e-mail, phone or chat
• Doing Troubleshoots.
• Visit L2 escalate to the relevant team (If Needed)

Requirements:

• Certified MTCNA & MTCTCE (more prefer).
• Ment), etc
• Preferably Staff (non-management & non-supervisor) specialized in Customer Service or equivalent.
• Can speak English fluently.
• Required Skill(s): Wireless & fiber optic, troubleshooting, and dismantle hardware
• At least 1Year(s) of working experience in the related field is required for this position.
• Candidate must possess at least Diplomain any field.
• Have an experience in ISP industry.
• Ready to work shifting hour.
• Required Skill(s): Able troubleshooting for basic network problems.