Posted by Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Associate,
Technician, Technical Support
Job Description:
Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software
Role Responsibilities
Responsible for providing telephone support for customers on operation or maintenance of Dell products.
Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.
Responsible for Out of warranty & In warranty extension sales.
Performs work in accordance to standardized policies and procedures.
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
Documents problems in the support solution database for diagnostics and solution implementation.
Ensure proper escalation procedures are followed.
Responsible for customer satisfaction through effective handling of customer problems.
Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.
Requirements
0 to 4 years of relevant work experience required.
Undergrad with 1 year of International Call Center Voice experience
Should be willing to work in shifts in a 24 x7 work environment
Should be residing within Transport Boundaries
Excellent telephone soft skills & thorough telephone functional skills
Ability to handle stressful situations.
Ability to deal professionally with irate customers.
Preferences
Good Knowledge of PC Hardware/Software for desktop & portable systems
Any relevant Certification/Technical Qualification
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