Dell Sr Spec, Client Tech Support (MYSG) (17000W4S) in Bayan Lepas, Malaysia

Sr Spec, Client Tech Support (MYSG) (17000W4S)

Job ID R01369

Date posted 10/12/2017

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

DESCRIPTION:

The primary objective for this role is to support customer's enquiries, complaints, and minor technical diagnosis & troubleshoot via email/telephone, computer systems, servers/storage & software systems within standard time frames. - Escalation of issues to the L2s, Coaches and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.

  • Analytical, articulate, result-oriented and provide excellent follow-up.

  • Maintain accurate call logging and tracking into Helpdesk database (Delta).

  • Displays excellent communication skills and works effectively with customers from various cultural backgrounds who have varied levels of technical knowledge.

  • Answer and handle customer inquiries, complaints and 1st level escalations from customers.

  • Responsible for setting realistic customer expectations, and meeting or exceeding these expectations

This person will act as a single point of contact between various departments i.e.: Sales, Service Operations on non-technical escalations from customers. This involves working closely with the various groups internally. A component of this role is to ensure that requirements are communicated to the appropriate group for implementation. A key element is to meet / exceed customer expectations whilst delivering the best possible customer experience.

QUALIFICATION:

  • Tertiary qualifications or other relevant degree.

  • Min 2 years experience in customer service and project management will be an advantage

  • Excellent telephone manner; communication skills in English.

  • Ability to communicate to all levels within an organization

  • Strong customer service ethic and ability to be empathetic and accept ownership

  • Well developed problem solving skills

  • Goal/Career oriented, self-motivated & good team player

  • Able to work under pressure with minimum supervision

  • Able to work in 24x7 shift environment

Job ID

R01369