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Gurgaon, India

Senior Technician, Technical Support

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Senior Technician Technical Support  - Gurgaon

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by email/chat and through Omni channels. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Senior Technician on our Product Services team in Gurgaon to do the best work of your career and make a profound social impact.

What you’ll achieve
As a Senior Technical Support Technician, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.

You will:

  • Identify and provide input on unique or recurring customer problems.
  • Answer India Pro support customer inquiries (Command Over English mandatory), on related issues, e.g: Technical queries, Dispatches & Customer Escalation both phone and email systems.
  • Deal with other departments – eg: Sales or customer service etc... to solve the customer issues. Responsible for setting realistic customer expectations and meeting or exceeding these expectations
  • Responsible for setting realistic customer expectations and meeting or exceeding these expectations
  • To verify and investigate into customer's complaints or issues and drive for resolution within specified time frames.

Essential Requirements:

  • 2 - 3 years of experience in technical support for laptops and desktops with a Bachelors degree is required and Fluency in English and Hindi is mandatory

  • Knowledgeable of Dell's product line & service offerings, current industry products and technologies.

  • Strong customer service ethic and ability to be empathetic and accept ownership Answer India Pro support customer calls / inquiries (Command Over English mandatory), on related issues, e.g: Technical queries, Dispatches & Customer Escalation both phone and email systems

  • Willingness to work in 24/7 shifts

Desirable Requirements
Working knowledge of Dell Technologies - Client product knowledge of Latitude, OptiPlex, VOSTRO, Inspiron, XPS & Alienware is added advantage

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: 3rd Oct 2021

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: R138754

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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