Dell Advisor, Ent Tech Support-ESG Pro L2 in BAYAN LEPAS, Malaysia
Act as an level 2 support for frontline L1 agent and lead the technical troubleshooting and diagnostic to resolve the technical issues via phone, email/chat, online and social media.
Assume the technical resolution ownership from L1 agent when issue is escalated.
Maintain accurate call logging and tracking info in Dell CRM system (Delta).
Assists customers by diagnosing problems and providing resolutions for technical related 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.
Reviews and distributes pertinent cross-functional information.
Escalates more complex customer technical issues to product support group.
Prepare technical root cause analysis report when required
Provide technical coaching and mentoring for frontline L1 agent to improve the quality and accuracy of troubleshooting as well as driving down the dispatch cost.
Desired Qualifications and Personnel Traits:
Degree in Computer Science / IT related discipline with at least 3 years related working experience.
Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 5 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.
Possess an intermediate product knowledge on Client LOB (Latitude, Optiplex, Precision, XPS, Inspiron, etc)
Able to work rotating shifts including 24x7, when required.
Speak, read and write proficiently in English. Added language skills will be an advantage.
Excellent verbal and written communication skills
Those with professional certification from Microsoft/Linux OS will have an added advantage.
Title: Advisor, Ent Tech Support-ESG Pro L2
Location: AP-MY-Penang-Bayan Lepas
Requisition ID: 17000WLC