Vianet New Job Vacancy 2023 for Enterprise Support-Desk, Asset Recovery Executive, Help Desk Executive, Area Sales Representative (ASR), L1 Field Support

1. Enterprise Support- Desk

• Published Date: 2023-06-20
• Application Deadine: 2023-06-26
• Number of Vacancy (ies): 2
• Qualification: Most preferably IT qualified graduate
• Experience: Two years’ experience in IT field or related field
• Contract of Employment: Full-time
• Job Location: Head Office- Jawalakhel, Lalitpur

Skills and Knowledge:

• The ability to think logically
• A good memory of how software and operating systems work
• Excellent listening and questioning skills, combined with
• The ability to interact confidently with clients to establish what the problem is and explain the solution the ability to work well in a team
• Problem solving skills
• A strong customer focus
• The ability to prioritize your workload
• Attention to detail.

Job Duties & Responsibilities:

• AGENT are mainly responsible for reporting the enterprise/reseller support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the enterprise/reseller client ticket of the day and provide update to clients.
• The AGENT shall ensure that all enterprise/reseller support tickets are accounted for the day. All enterprise/reseller support tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.
• Monitor and maintain company/customer SLA.
• Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions
• Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely and escalate to field agents if further visit is required.
• Provide support, including procedural documentation and relevant reports
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new applications
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritize and manage many open cases at one time
• Rapidly establish a good working relationship with customers and other professionals, such as software developers
• Test and evaluate new technology
• Provide monthly report on works done.

2. Asset Recovery Executive

• Published Date: 2023-06-20
• Application Deadine: 2023-06-26
• Number of Vacancy(ies): 1
• Qualification: +2 completed or equivalent level of education
• Experience: Minimum of 6 months of similar job experience
• Contract of Employment: Full-time
• Job Location: Lalitpur

Skills and Knowledge

• Personal transportation with valid licence is required
• Good communication skills in both English and Nepali
• Excellent sales and negotiation skills
• Ability to develop in-depth knowledge about our products and market
• Basic knowledge about the internet and its market
• Confident, motivated and determined
• Located in the city where the branch is located with thorough knowledge of the area

Job Duties & Responsibilities:

• Ability to communicate clearly and courteously, remain calm, act professionally and maintain a positive attitude at all times
• Must be organized and persistent to promptly communicate and follow-up with customers
• Must be diligent to meet daily call and field visit requirements
• Must be willing to travel as this position is requires to visit multiple customer location daily
• Able to be empathetic towards customers by understanding their pain points and suggest possible solutions
• Have to have good sales ability to be able to convert frustrated customers
• Able to build good rapport with customers
• Reliable, good attendance, good work ethic and high integrity
• Good communication and street knowledge skills

Selected candidate will be on trainee period for one month and will be confirmed with full time role after the completion of trainee period.

3. Help Desk Executive

• Published Date: 2023-06-20
• Application Deadine: 2023-06-26
• Number of Vacancy(ies): 2
• Qualification: Bachelor’s running/Complete in management or computer engineering stream.
• Experience: Work experience not required but preferred
• Contract of Employment: Full-time
• Job Location: Lalitpur

Job Duties & Responsibilities:

Help Desk’s primary responsibility will be to provide first-level support to the customer who
visit Vianet Service Centre the Help Desk is assigned to. Furthermore, Help Desk is also
required to handle Front Desk duties such as payment collection, assisting in account issues,
sales, inactive customer follow-up, and L1 phone support duties such as resolving tickets raised
through phone support.
Customer Service:
 Engaging in active listening with customers, confirming or clarifying information, and
diffusing angry clients, as needed.
 To register the ticket on the proper support ticket heading.
 Providing customers with the organization’s service, product, and features information.
 Making sales or recommendations for products or services that may better suit client
needs.
 Renewing packages, collecting payments providing bills to customers.
 Handling accounts and billing issues for customers.
 Engage in inactive customer follow-up when required.
 Taking part in training and other learning opportunities to expand knowledge.
 Provide effective resolutions to all escalated issues.
 Empathize with the customer and build rapport.
 Correct escalation to upstream and downstream department
 Adhering to all company policies and procedures.
Technical :
 Troubleshoot internet and IPTV issues including on all consumer devices and
recommend resolutions to ensure better customer service.
 Troubleshoot and explain Wi-Fi issues to customers
 Router Configuration
 Update firmware on consumer devices
 Correct escalation to upstream and downstream department
 Coordinate with customers and the relevant departments of Vianet in order to schedule
field visit at customer premises where required
 Follow up with customers to evaluate service deliver

4. Area Sales Representative (ASR)

• Published Date: 2023-06-20
• Application Deadine: 2023-06-26
• Number of Vacancy(ies): 2
• Qualification: SLC Passed/ +2 Completed
• Experience: Freshers are encouraged to apply
• Contract of Employment: Full-time
• Job Location: Lalitpur

Skills and Knowledge:

• Excellent sales and negotiation skills
• Good planning and organizational skills
• The ability to work calmly under pressure
• Creating a sales plan and proactively experimenting to improve execution
• Strong interpersonal and communication skills
• Demonstrable and successful sales track record
• Good presentation skills

Job Duties & Responsibilities:

• Present, promote and sell products/services using solid arguments to existing and prospective customers
• Establish, develop and maintain positive business and customer relationships
• Reach out to customer leads
• Achieve agreed upon sales targets and outcomes within schedule
• Coordinate sales effort with team members and other departments
• Prepare and execute sales applications
• Analyze the territory/market’s potential, track sales and status reports

Selected candidate will be on trainee period for one month and will be confirmed with full time role after the completion of trainee period.

5. L1 Field Support

• Published Date: 2023-06-20
• Application Deadine: 2023-06-26
• Number of Vacancy(ies): 2
• Qualification: Bachelor degree in IT (Result waiting for the same are also encouraged to apply)
• Experience: 1 year in relevant field
• Contract of Employment: Full-time
• Job Location: Lalitpur

Skills and Knowledge:

• Basic understanding on hardware, networking, router and switches is a must
• Handling any form of customer queries, grievance and providing them the best of services
• Develop diagnostic skills with solution in mind
• Active participation in the training (Tech and non tech) to develop the learning
• Must have valid driving license and motorbike

Job Duties & Responsibilities:

• Must support overall tasks related to (Internet/ IPTV) that are escalated within the branch
• Visit client premises and sorting out the problem related to slow internet, internet interruption and IPTV interruption
• Handle all the queries and issues of the customers who visit branch directly
• Proactively solve client technical issues related to internet and IPTV
• Initiate field support to diagnose initial offsite problem (Form  design / Standard Test Report) in mentoring capacity
• Update  task as action taken to troubleshoot with common title and clear language as per clientele