Sr Specialist, Client Technical Support
Dell
Bayan Lepas, Malaysia
23 hari yang lepas

Responsibilities :

  • Assumes ownership of customer issue until resolved involving multiple inbound and outbound communications. Will own the issue and engages / collaborates with multiple resources.
  • Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.
  • Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.
  • May triage unresolved software issues according to department procedures and answers technical questions, resolves, or escalates problems.
  • May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.
  • May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.
  • Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.
  • Requirements :

  • Time management skills
  • Knowledge of job associated database, software and documentation
  • Problem solving skills
  • Results driven
  • Mentoring and coaching skills
  • Strong technical aptitude, troubleshooting skills
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