Posted by Dell’s world-class customer service doesn’t end when a client purchases our innovative products. Our Client Tech Support team is there for them whenever they need help – by phone or email, online and on social media. We answer questions about the installation, operation, configuration, customization and use of Dell products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.
Senior Associate, Client Technical Support
Job Description:
Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone
Owns customer issues from beginning to resolution (handles in place)
Assists customers by diagnosing problems and providing resolutions for technical and service issues
Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
Recreates, identifies and provides input on unique or recurring customer problem
Should be open to work in night shifts in a 24×7 environment
Should have excellent communication skills in English
Remains knowledgeable of Dells product line, current industry products and technologies
Focuses on delivering a positive customer experience according to Dell standards
Monitors and tracks issues to ensure accurate resolution
Minimum Graduates in any stream. (10+2+3)
Undergraduates with at least 12 months of international call center / 24 months of domestic call center or any other work experience full time experience
2-4 years of relevant technical troubleshooting experience
Candidates with technical qualification (B.Tech/ BE with Computer Science and IT)
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