Job Title : Client Technical Support Executive
Company : Dell International Services
Location : Delhi
Experience : 0 to 5 yrs.
Salary : INR 2,25,000 - 4,25,000 P.A
Summary :
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 custom or off the shelf software industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). 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.
Principal Accountabilities
Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Identifies, researches and provides input on unique or recurring customer problems.
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.
May be involved in revenue generation activities with current Dell customers.
Reviews and distributes pertinent cross-functional information.
Escalates more complex customer technical issues to senior level support.
Knowledge
Established working knowledge and application of a specialized technical skill.
- Understands how work impacts results for their area.
- Demonstrates knowledge of internal operations and develops relationships to facilitate workflow.
Applies specialized knowledge to coordinate day-to-day work.
- Knowledge of related regulations and standards.
- Strong understanding of current processes and procedures and may identify opportunities for improvement.
Completes a wide range of tasks and assignments.
- Projects and assignments are typically non-routine and variable in nature.
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