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L2 Techinical Agent (Contact Center
(RCC)
PT Cyberindo Aditama | DKI JAKARTA
Open: September 1st 2023 - December 31st 2024
General Requirements
- Candidate must possess at least Diploma in any field.
- At least 1 Year(s) of working experience in the related field is required for this position.
- Required Skill(s): Wireless & fiber optic, troubleshooting, and dismantle hardware Have an experience in ISP industry.
- Can speak English fluently.
- Ready to work shifting hour.
- Certified MTCNA & MTCTCE (more prefer).
- Required Skill(s): Able troubleshooting for basic network problems.
- Preferably Staff (non-management & non-supervisor) specialized in Customer Service or equivalent.
User Requirements
Responsibilities
- Understand and responses or escalation to the needs of customers.
- Serve the needs of customers in basic and further technical engineering, like a troubleshooting network/customers email, handle the administration Basic Questions, request for information or a communication service via e-mail, phone or chat.
- Provide solutions and suggestions are useful for customers.
- 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.
- 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
- Analyzing 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)
- . Doing Troubleshoots.
- Visit L2 escalate to the relevant team (If Needed)