Role Responsibilities
- Ø The agent will be responsible for providing phone and electronic based support.
- Ø Assists customers in determining problems, and provides resolutions
- Ø Responsible for customer satisfaction through effective handling of customer problems.
- Ø Ensures proper escalation procedures are followed.
- Ø Performs assigned functions according to standardised policies and procedures.
- Ø Analytical ability is required in order to resolve technical issues.
- Ø Works on routine to semi-routine assignments requiring basic analytical ability to resolve routine to moderately complex issues.
- Ø Normally receives little instruction on routine work and general instruction on new assignments.
- Ø Acts as an escalation point for Tier 1 Agents.
- Ø Gains assistance from higher-level employees
- Ø Provides first-level support
- Ø Uses troubleshooting techniques and tools to identify technical defects/issues
- Ø Assigns incidents in line with documented guidelines and procedures
- Ø Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
- Ø Clearly and concisely logs and tracks details of solutions provided to resolve customer issue (logs all ACD calls, emails and call-backs) maintaining and updating customer database
- Ø Consistently performs to set target
- Ø Actively seeks and records customer email addresses on each incidence of customer contact
- Ø Escalates problems in line with documented procedures, as appropriate
- Ø Maintains comprehensive knowledge of service offerings along with future industry products and technologies
- Ø Attends required technical training sessions and makes effective use of assigned lab time
- Ø Complies with schedule adherence to ensure overall service level targets are achieved
- Ø Identifies and provides input on unique or recurring customer problems
- Ø Handles technical and customer escalations
- Ø Acts as an escalation point for Tier 1 Agent
Requirements
- 6 months+ and less than 2 years of relevant experience in a technical support role
- Working Knowledge of Operating Systems such as Windows 9x, XP, NT, 2000, Novell etc
- Net Typing speed of 32 words with 90% plus accuracy.
- Must be able to speak fluent English
- Must posses excellent writing and comprehension skills
- Excellent Customer Service Skills
- Knowledge of troubleshooting PC Hardware
- Basic or Level 1 Working Knowledge of Internet Explorer, Networking, Messaging, and MS – Office on Windows
- Mandatory Service Desk Experience required
Preferences
- Bachelor’s degree in any field
- MCSE and CCNA would be an added on advantage.
*Select the My Jobs hyperlink available in the Field, “Life at Dell” to learn more about Dell culture, interview process, benefits, etc. For their location
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
- Life at Dell means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Graduation mandate
3 Yrs of overall relevant experience
Service Desk experience mandate
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Dell Hiring Client Technical Support Job, Noida India
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