Training Institutes in Hyderabad

Client Technical Support Associate

Job Details

Dell

Hyderabad, Hyderabad

ITES / BPO / KPO / Customer Service / Operations

Job Title: Client Technical Support Associate
Job Summary: Responsible for providing telephone support for customers on operation or maintenance of Dell products. Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues. Ensure proper escalation procedures are followed. Perform work in accordance to standardized policies and procedures. Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.

Role Responsibilities:
Provides support in the inbound or outbound call center
Outbound call center agents prioritize work based on time and complexity requirements- exercises sensitivity to due process and proper pacing.
Solves Customer Issues on any product- mostly in warranty XPS Systems
Routes customers when appropriate to proper support queues
Partners with Technical Support Specialists to improve customer experience elements (e. g. correct solutions, consistent procedural adherence, relating skills)
Responsible for regular adjustments that contribute business metric goals
Excels at tolerance for processes and people
Solves problems for customers with challenging expectations (often escalated or irate)
Solves problems consistently and completely with minimum supervision.
Responsible for working to share strengths with peers
Excels at recognizing internal and external customers needs and expectations

Competencies: Customer Focus, Technical Learning, Intellectual Horsepower, Patience, Listening, Learning on the Fly

Requirements

1 - 3 years

UG: Any Graduate - Any Specialization PG:Post Graduation Not Required Doctorate:Any Doctorate - Any Specialization, Doctorate Not Required

technical support troubleshooting service procedures computer science english policies inbound dell warranty

Candidate requirement:
Should be open to work in night shifts in a 24x7 environment.
Should have excellent communication skills in English.
Should be open to relocate to Hyderabad

Educational Qualification:
Minimum Graduates in any stream. (10 2 3)
Undergraduates with at least 12 months of international call center / 18 months of domestic call center / 24 months of any other work experience full time experience.
Desired Profile:
1- 3 years of relevant technical troubleshooting experience.
Candidates with technical qualification ( B. tech/ BE with Computer Science and IT)

Other Information

Dell
Dell International Services India Private Limited
https://www.dell.com
Dell is a Technology driven company with a unique Dell Direct model. Dell Information Technology department (Dell I/T) plays a key role in enabling the Dell Direct model by creating, deploying and supporting global industry-leading I/T assets and services that reliably deliver the best customer experience and competitive edge

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