Technical Support Agent (Call Center)

s:

• Servetheneedsofcustomersinbasicandfurthertechnicalengineering, likeatroubleshootingnetwork/customersemail,handletheadministrationBasicQuestions, requestforinformationoracommunicationserviceviae-mail,phoneorchat.
• 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
• Analysing Tickets from channels L1, (other divisions, Email, Social Media, Apps on CBN) then L2
• 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).
• Understandandresponses or escalation totheneedsofcustomers.
• Enhances organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Visit L2 escalate to the relevant team (If Needed)
• Providesolutionsandsuggestionsareusefulforcustomers.
• Doing Troubleshoots.
• Sells additional services by recognising opportunities to up-sell accounts; explaining new features.

Requirements:

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