About the Company: Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We believe in working together to build a brighter future, celebrating the entrepreneurial spirit that lives inside us all, and marrying innovation with action. Dell is proud to offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Company Name: Dell
Job Title: Technician, Technical Support
Location: Gurgaon
Job ID: R059698
Role Overview: 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 the 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 with 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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