Job Title: IT Field Support Specialist
Department: Information Technical Field Support
(ITFS)
Key Responsibilities:
- Diagnose and resolve technical issues/tasks raised by customers as assigned by the Supervisor/Coordinator.
- Conduct field visits for non-technical tasks assigned by the Supervisor, such as payment or cheque collection.
- Follow up with expired customers to retrieve devices for rollback/uninstallation and document the process for refunds.
- Handle customer inquiries about recharges and retention, offering recent promotions or bonuses to encourage continued engagement.
- Assist customers visiting the office by promptly addressing their issues and providing necessary support.
- Coordinate and follow up on new installations to ensure smooth execution, customer satisfaction, and payment updates.
- Ensure all cash transactions are accurately handled and documented following company policies.
- Update the customer account ledger with amounts received by the field team during troubleshooting, equipment replacement, charges, etc.
- Communicate effectively with customers to understand their concerns and provide timely resolutions.
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Maintain accurate records of issues, resolutions, cash transactions, and customer interactions for future reference.
Qualifications:
- Bachelor’s degree or Running in Information Technology, Computer Science, Accounting, or a related field.
- Eager to Learn about the IT Related Work.
- Strong communication skills, both verbal and written.
- Attention to detail and ability to handle financial transactions accurately.
- Ability to work collaboratively in a team-oriented environment.
Preferred Skills:
- Multilingual proficiency (English and Nepali preferred).
- Familiarity with customer relationship management (CRM) tools.
- Strong problem-solving and analytical skills.
- Basic knowledge of financial software and tools for cash handling.
