Senior Technician, Technical SupportBangalore, India 08/16/2019
· Responds to customers technical issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
· Assists customers by diagnosing problems and providing resolution.
· Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service ca lls/contacts.
· Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
· Identifies researches and provides input on unique or recurring customer problems.
· Remains knowledgeable of Dell’s product line, current industry products and technologies.
· Focuses on delivering a positive customer experience according to Dell standards.
· Monitors and tracks issues to ensure accurate resolution.
· May be involved in revenue generation activities with current Dell customers.
· Reviews and distributes pertinent cross-functional information.
· Escalates more complex customer technical issues to senior level support.
Strong leadership behavior and drive for results.
Excellent telephonic & Email communication skills.
Strong customer Resolving skills & ability to take the ownership and resolve issue
Well-developed problem solving skills
Goal/Career oriented and self-motivated
Able to work under pressure with minimum supervision.Job Family: Product-Services Services Global-Services Job ID: R27097
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