Bilingual Technical Helpdesk Agent

Daythree


Date: 1 week ago
City: Shah Alam
Contract type: Full time
Job Responsibility

  • Receive and handle inbound calls regarding fiber broadband technical issues
  • Diagnose and troubleshoot a wide range of 10G PON technical problems, such as installation, Internet connectivity, slow speeds, ONT/router issues, Wi-Fi connectivity, and voice problems remotely
  • Provide clear and concise technical explanations to customers in a professional and friendly manner, ensuring timely resolution of issues
  • Escalate complex issues to higher-level support teams as required.
  • Document all customer interactions accurately and completely in the CRM system
  • Maintain a high-level of customer satisfaction and strive to exceed customer expectations
  • Stay updated on the latest technologies, products, equipment, tools and services offered by client and fiber broadband technologies
  • Adhere to all company policies and procedures

Job Requirements

  • Good understanding of basic networking concepts (e.g. IP addresses, networking protocols, equipment, and tools used in broadband and fiber networks)
  • Basic understanding of networking concepts at the IPlayer and some knowledge of GPON (Gigabit Passive Optical Network) is preferred
  • A strong desire to learn and develop technical skills in fiber broadband technologies
  • Strong problem-solving and analytical skills with a keen attention to detail
  • Excellent communication and interpersonal skills, both written and verbal
  • Patience and empathy in dealing with customer enquiries
  • Proficiency in using computers and relevant software applications
  • Minimum 1 year's relevant experience
  • Proficient in English (CEFRB2) and a second language (Bahasa Malaysia or Mandarin)
  • Minimum Diploma holder.

Job Benefits

Training Provided, easy access for public transportationÂ

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