Dell International Services - TECHNICAL SUPPORT ASSOCIATE

Experience:0 - 4 Years

Location:Hyderabad / Secunderabad

Compensation:Rupees 1,00,000 - 4,00,000

Education:

UG - Any Graduate - Any Specialization,Graduation Not Required PG - Any PG Course - Any Specialization,Post Graduation Not Required

Desired Candidate Profile

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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.

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.

Company Profile
Dell is a Technology driven company with a unique Dell Direct model. Dell Information Technology department (Dell I/T) plays a key role in enabling the Dell Direct model by creating, deploying and supporting global industry-leading I/T assets and services that reliably deliver the best customer experience and competitive edge.

Company Name:Dell International Services

Executive Name:Charles

Email Address:Charles_Rapaka@dell.com

Telephone:9849222353