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Senior Technician, Technical Support

Bangalore, India 08/16/2019
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· 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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