Sr. Specialist, Client Technical Support
Bayan Lepas, Malaysia
9 hari yang lepas

Responsibilities :

  • Responds to customer technical problems / issues related to hardware, software and networking via e-mail / chat, online, social media and phone.
  • Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls / 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.
  • Requirements :

  • Advance Diploma / Diploma holders in Computer Science / IT related discipline with a minimum of 3 years working
  • experience in providing direct support to end-users either in customer service / field engineering or corporate help desk are also encouraged to apply.
  • Those with professional certification will have an added advantage.
  • Strong understanding and technical ability for Desktop and Laptop, Software systems and applications supported and sold by Dell
  • Able to work rotating shifts including 24x7
  • Speak, read and write proficiently in English.
  • Added language skills will be an advantage
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