Broadband Customer Support
The Position
Exetel is looking to employ additional support desk person to join our support team in Colombo to answer technical and administrative support questions submitted by our customers via telephone, email or our helpdesk web site.
Job Specification
The duties of this position are to answer incoming telephone calls, support emails and helpdesk tickets of the following types:
- Respond to problems customers are experiencing with their ADSL or other services
- Answering pre-sales questions regarding Exetel's services
- Working with other Exetel people on various activities
Essential Requirement of These Positions
Customer communication will be via telephone, email or a helpdesk web interface, so excellent verbal and written English is essential.
Job Specifications
Exetel's Colombo office is in Colombo 1 in the World Trade Centre buildings. You will be required to work an 8 hour 'shift' from 3.30 am to 11.30 am five days each week. This 'shift' will be varied on an alternate month basis with a 'shift' worked between 11.30 am and 7.30 pm. The people who are currently successful at Exetel in these positions have the following characteristics:
- Tertiary qualification in computer related subjects or equivalent to a computer related degree
- Solid personal experience with modems and ADSL
- Patience
- Courtesy
- Ability to work full on for extended periods of time
You will work with a group of people who are among the best in the Internet field and will have good opportunities to advance in your career in a choice of directions.
Remuneration
Remuneration will be based on experience and qualifications but will be:
Base Remuneration
$US600.00 per month when working from 11.30am to 7.30pm.
Late Shift Allowances
$US800.00 per month when working from 3.30am to 11.30am. You will receive an additional payment of $US150.00 per month to reimburse any additional travel expense involved in working outside normal public transport hours.
Public Holidays
Because you are supporting Australian customers you will be eligible for ten public holidays per annum after the three month probation period (you will not be eligible for public holidays during your first three months of employment.
Annual Leave
- No paid annual leave may be taken in the first 12 months of employment. If an employee has commitments that require them to take leave in their first 12 months of employment they may take time off without pay by giving 8 week's notice.
- After 12 months continuous employment an employee is entitled to take 2 weeks annual leave within 3 months of their employment 'anniversary' date.
- After 24 months continuous employment an employee is entitled to take 3 weeks annual leave within 6 months of their annual employment date.
- After 36 months continuous employment an employee is entitled to take 4 weeks annual leave at any time providing they give 8 week's notice of their intention to take leave.