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Bayan Lepas, Malaysia

Technical Support Senior Technician

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Technical Support Senior Technician

Client Support Group (CSG)

Job Description

This role is to support customer's enquiries, complaints, and technical diagnosis & troubleshoot via email/telephone, computer systems, software systems within standard time frames. Analytical, articulate, result-oriented and provide excellent follow-up. Displays excellent communication skills and works effectively with customers from various cultural backgrounds who have varied levels of technical knowledge. Answer and handle customer inquiries, complaints and 1st level escalations from customers. Responsible for setting realistic customer expectations, and meeting or exceeding these expectations. 

Responsibilities

  • Diagnosis, troubleshoot and 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.  

  • Escalation of issues to the Product Support team and / or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction, analytical, articulate, result-oriented and provide excellent follow-up, Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.  

  • Maintain accurate call logging and tracking into Helpdesk database,possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment. 

  • Focuses on delivering a positive customer experience according to Dell standards. 

Essential Requirements :

  • Possesses understanding and technical ability for Computers, Hardware and Software Troubleshooting. 

  • Those with professional certification from Microsoft / Red Hat / Novell will have an added advantage. 

  • Applicants must be willing to work in Penang, Malaysia. 

  • Able to speak in English, other languages such as Bahasa Malaysia, Chinese will have an added advantage. 

Desirable Requirements :

  • Fresh graduates with Degree in Computer Science / IT related discipline with at least 1-year related working experience.

  • Advance Diploma/Diploma holders in Computer Science / IT related discipline with a minimum of 3 years working experience in providing direct support to end-users either in customer service / field engineering or corporate help desk are also encouraged to apply. 

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 30 January 2022

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job ID: R151204

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