Dell - Senior Technician, Technical Support - Oct 2020
Key Responsibilities:
Answer customer calls / inquiries (internal and external) on related issues, e.g: Technical queries, Dispatches & Customer Escalation both phone and email systems
Need to provide resolution for all the calls by researching and navigating through knowledge base
Identify and provide input on unique or recurring customer problems.
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.
To liaise with sales, logistics, customer care and support teams etc... to find solutions to customer issues
Ability to Up sell on calls based on Customer needs
Answer Indian Pro support customer calls / inquiries ( Command Over Engish & Hindi is mandatory) on related issues, e.g: Technical queries, Dispatches & Customer Escalation both phone and email systems
Essential Requirements:
2 - 5 years of experience in technical support for laptops and desktops required.
Experience in laptop/desktop troubleshooting required
Minimum Graduates in any stream. (10+2+3) , Undergraduates with minimum 24 months of call center experience required– full time experience
First-rate customer focus, phone etiquette and work ethic
Fluent English and Hindi communications skills required
Ability to work under pressure with calmness and composure
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