Dell Sr Spec, Client Tech Support in Bayan Lepas, Malaysia

Sr Spec, Client Tech Support

Job ID R01349

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:

Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables,

peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.

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 ca lls/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 Dells 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.

QUALIFICATION:

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

Job ID

R01349