Vianet Communications Pvt. Ltd. Jawalakhel, Lalitpur
About Vianet Communications Pvt. Ltd.

Vianet Communications is one of the leading providers of high speed Internet connectivity and communications solutions for business and individuals in the greater Kathmandu Valley. Established in 1999, Vianet Communications has always remained in the forefront providing reliable and affordable Broadband Internet Services.

Contact Vianet Communications Pvt. Ltd.
Job Details - Support Supervisor
Job Location:
No. of Vacancies:


Apply Before:

2022-Mar-17 Closed

Offered Salary:


Education Required:
  • Bachelors Completed in IT/Engineering 
  • Experience 2 years in the ISP field managing teams. 
  •  Supervisor in ISP or any area of IT. Hands on experience in ISP (Internet Service Provider).
Job Description
&bull Plan and implement call center strategy
Monitor operations to ensure adherence to service level standards and company/department policies and procedures
Measure agents’ performance with KPIs
Keep track of employee attendance, and make sure work procedures are complied with organization policy.
Assist in hiring and onboarding new employees. 
Prepare monthly and annual performance reports. 
Remain available at all times for agents’ questions and concerns.
Handle calls from customers who wish to speak to a supervisor for whatever reason. 
Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
Review all call reports.
Maintain agent’s attendance records.
Train new call center agents.
Meet with HOD to report the progress and current issues 
Provide helpful feedback and positive communication to motivate all the agents.
Run regular staff meetings with all the agents
Keep up with industry news.
Communicate any company policy and procedure changes to the agents.
Ensure adherence to the company's policies and procedures
Keep senior management informed about recurring issues or problems
Prepare monthly, quarterly and annual reports
Set targets and goals for the week, month and year.
Good understanding of new technologies, product and implementing processes into the company
Troubleshoot application issues working with various technology partners and vendors.
Report, open & close incident of the incidents occurring.
Make proper documentation of all the occurring incidents
Stand as a mediator and central source of information flow of problems of customer and network
Manage and maintain the monitoring tools for its smooth operation
Make decisions quickly, often with limited information
Ensure ongoing training for support agents; advise support agents on career planning; maintain and analyze training records
Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
Determine root cause of issues and communicate appropriately to internal and external customers .
Job Specification
&bull Ability to communicate well orally and in writing with customers, management, and coworkers is crucial.
Good oral and written communication skills.
Strong technical knowledge in networking systems.
Strong analytical skills.
Ability to prioritize and manage tasks.
Excellent time management and problem-solving skills.
Exceptional customer service skills.
Providing technical related support to all customers of Vianet within stated SLA (Service Level Agreement)
Involve with all technical stakeholders to ensure smooth internet connectivity on customer’s.
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