Agni Systems Limited

Agni Systems PLC, one of Bangladesh’s trusted ISO-certified and innovative Internet Service Providers (ISPs), has maintained over 30 years of nationwide industry leadership. To support our continued growth, we are seeking an experienced Rural Support Engineer & Manager/Team Lead to provide technical and operational support to resellers, particularly across rural and semi-urban areas. The role focuses on troubleshooting network and connectivity issues, coordinating with NOC and technical teams, supporting last-mile connectivity, and ensuring uninterrupted Internet services for reseller networks and their customers. Key Responsibilities – Engineer ✔ Provide technical support to resellers across rural and semi-urban areas. ✔ Diagnose and resolve connectivity, bandwidth, transmission, fiber, and last-mile network issues. ✔ Coordinate with NOC, Core Network, Transmission, Fiber, IIG, and other technical teams for timely issue resolution. ✔ Monitor reseller links, connectivity, bandwidth utilization, and overall network performance. ✔ Conduct field visits for troubleshooting, installation, testing, and network restoration as required. ✔ Configure and troubleshoot routers, switches, OLT/ONU, media converters, wireless devices, and related network equipment. ✔ Assist resellers with routing, IP, VLAN, bandwidth, and other basic network configuration issues. ✔ Identify fiber cuts, power failures, transmission faults, and other network issues and coordinate timely restoration. ✔ Support new reseller connections, service activation, bandwidth upgrades, and network expansion. ✔ Maintain accurate records of complaints, incidents, field visits, downtime, and resolutions. ✔ Follow up on pending complaints and ensure resolution within defined SLA timelines. ✔ Provide technical guidance to reseller technicians and field support teams. ✔ Prepare regular reports on reseller support activities, technical issues, and network performance. ✔ Ensure compliance with company policies, technical standards, and operational procedures. ✔ Perform other duties assigned by Management or the reporting supervisor. Key Responsibilities – Manager/Team Lead ✔ Lead the overall Reseller Support function and ensure quality technical and operational support for all resellers. ✔ Build and maintain strong professional relationships with resellers while ensuring high service satisfaction and retention. ✔ Act as the escalation point for critical reseller complaints, connectivity issues, and service-related matters. ✔ Coordinate with NOC, Core Network, Transmission, Fiber, IIG, IP, Billing, Sales, and other relevant departments for timely issue resolution. ✔ Supervise reseller connectivity, bandwidth, last-mile network, service quality, and downtime while ensuring compliance with agreed SLAs. ✔ Monitor and ensure timely resolution of open, pending, and escalated complaints, including root-cause analysis and corrective actions. ✔ Lead and manage the Reseller Support team through target setting, work allocation, performance monitoring, coaching, and team development. ✔ Oversee reseller onboarding, new connections, bandwidth upgrades, service activation, network expansion, and migration activities. ✔ Work closely with Sales and Business Development teams to support reseller acquisition, retention, and business growth. ✔ Analyze reseller performance, complaints, service utilization, and market trends and provide actionable recommendations to Management. ✔ Prepare and present regular MIS, KPI, SLA, downtime, complaint, and team performance reports. ✔ Develop and improve SOPs, workflows, escalation processes, and service-support standards to improve operational efficiency. ✔ Identify opportunities for automation, process improvement, and enhanced reseller experience. ✔ Ensure compliance with company policies, technical standards, SLA commitments, and applicable regulatory requirements. ✔ Perform other duties assigned by Management.

Agni Systems PLC, one of Bangladesh’s trusted ISO-certified and innovative Internet Service Providers (ISPs), has been serving the industry for over 30 years with nationwide operations. We are looking for an experienced Customer Churn & Retention Analyst to analyze customer churn, identify key reasons behind cancellations and inactivity, and develop data-driven strategies to improve customer retention, reduce revenue loss, and increase customer lifetime value across retail and reseller-based Internet services. Key Responsibilities Customer Churn & Data Analysis ✔ Monitor and analyze customer churn, disconnection, suspension, downgrade, and inactivity trends. ✔ Identify key churn drivers, including service quality, pricing, competitor offers, customer complaints, payment issues, relocation, and network availability. ✔ Prepare regular churn, retention, and customer movement reports for Management. ✔ Segment customers based on usage, tenure, ARPU, payment behavior, complaints, and churn risk. ✔ Identify high-value and high-risk customers requiring proactive retention initiatives. ✔ Analyze the customer lifecycle and identify critical stages where customers are more likely to churn. Retention & Customer Recovery ✔ Develop and implement proactive customer retention and win-back strategies. ✔ Coordinate with Customer Service, NOC, Sales, Billing, Collection, and Technical teams to address churn-related issues. ✔ Follow up with customers requesting disconnection or showing signs of churn and identify opportunities for retention. ✔ Develop customer-specific retention offers, service solutions, upgrades, and recovery initiatives in coordination with Management. ✔ Monitor retention campaign performance and recommend improvements. ✔ Maintain a structured database of churn reasons, retention actions, and customer recovery outcomes. ISP Retail & Reseller Analysis ✔ Analyze churn and retention performance by retail sales channel, territory, package, reseller, and customer segment. ✔ Identify resellers or sales channels with unusually high churn rates and recommend corrective actions. ✔ Monitor reseller-level customer acquisition, retention, disconnection, and revenue trends. ✔ Work closely with Reseller Support and Sales teams to improve retention across reseller portfolios. ✔ Analyze customer migration between packages, resellers, service areas, and competitors where relevant. Revenue & Business Analytics ✔ Analyze the impact of customer churn on revenue, ARPU, subscriber base, and customer lifetime value. ✔ Prepare churn forecasts and identify potential revenue risks. ✔ Track key KPIs, including Gross Churn, Net Churn, Retention Rate, ARPU, Customer Lifetime Value, Reactivation Rate, and Win-Back Rate. ✔ Analyze campaign and offer performance to measure retention ROI. ✔ Provide data-driven recommendations to Management regarding pricing, packages, service quality, and customer engagement. Reporting & Management Support ✔ Prepare daily, weekly, and monthly churn and retention dashboards and reports. ✔ Present key findings, trends, root causes, and actionable recommendations to Management. ✔ Maintain accurate churn databases and ensure data consistency across CRM, billing, and customer management systems. ✔ Develop actionable dashboards and reports using Excel, Power BI, or other analytical tools. ✔ Support Management in strategic decision-making related to customer retention, revenue protection, and sustainable business growth.