| Job Summary |
 |
Company Name
Dell
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Location
Hyderabad |
Experience
1 - 5 years |
Key Skills
"technical support","tech support" |
Education
Any graduate |
Category
• Software, Hardware, EDP
• Call Centre, BPO, Customer Service |
Role
• Fresher
• Technical Support Engineer
• Technical Support Executive ( voice)
• Customer Service Executive (Voice) |
Industry
• IT Enabled Services
• IT/ Computers - Hardware
• IT/ Computers - Software |
Posted On
13th May 2009 |
Job Ref Code
TECH HIRING |
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Job Description
TECHNICAL SUPPORT ASSOCIATE (XPS-VOICE PROCESS)
Process: US
Eligibility Criteria:
- GOOD COMMUNICATION SKILLS.
- GOOD TECHNICAL ACUMEN AND HARDWARE KNOWLEDGE.
- WILLING TO WORK IN NIGHT SHIFTS.
- GOOD CUSTOMER FOCUS.
- GRADUATES IN ANY STREAM.
- UNDERGRADUATE CANDIDATES NEED TO HAVE ONE YEAR INTERNATIONAL CALL CENTER EXPERIENCE.
Job Summary
Responsible for taking control of and resolving complex technical and escalated customer issues. Documents and simulates complex customer issues to find solutions and fixes to customer inquiries and problems. May dispatch additional service as necessary.
Accountabilities
Guide customer troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines.
Identify and provide input on unique or recurring customer problems
Be a champion of Dell specific tools, troubleshooting procedures. Provide DSN feedback at all appropriate times.
Scope
Responsible for partnering with customer to obtain resolutions to complex technical issues- helps others deliver results.
Coordinates the resolution of technical issues – waits in queue (chat) for those requiring assistance and provides help/advice in a timely manner.
Resolves the most complex issues forwarded by technicians or peers. (e.g. executive technical escalations)
Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group)
Ability to analyze and solve highly complex technical problems which may not ever have been encountered.
Knowledge & Skills
Ability to analyze, research, and solve highly technical, unique problems.
Thorough knowledge of the following:
Mainstream DOS and Windows Applications
Basic PC Hardware
Microsoft Operating Systems
Peripheral Subsystems including the following:
Multimedia, Scanners, Printers
Advanced knowledge of the following: storage subsystems, video subsystems, processor subsystems
Excellent communication & trouble shooting skills
Telephone customer service skills.
You can walk-in directly to the Dell Office for an interview process between 11:00 am - 5:00 pm, (Monday – Friday).
* Carry a hard copy of your resume and a passport size photograph*.
Contact Person / Reference: Charles
Regards,
Charles
Human Resources
Mobile:9849222353
Dell International Services (P) Ltd. |
