Job Title: Technician, Technical Support
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
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.
Required Candidate profile
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.
Good Knowledge of PC Hardware/Software for desktop & portable systems
Any relevant Certification/Technical Qualification
RoleAssociate/Senior Associate -(Technical)
Industry TypeIT-Software, Software Services
Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations
Employment TypeFull Time, Permanent
UG :Any Graduate in Any Specialization
PG :Any Postgraduate in Any Specialization
Doctorate :Doctorate Not Required
Communication SkillsSoft SkillsCustomer ServiceAnalytical AbilityInternational Call CenterPC HardwareSocial MediaTechnical SupportMaintenanceTechnician Activities