DXC Technology Technical Solutions Rep III in Cyberjaya, Malaysia
To log, validate and diagnose customer issues, on the full range of products and applications used at the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Ensure escalation and management of calls is to agreed service levels.
·The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift patters.
·Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software and Microsoft ® operating systems.
·Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company. Previous call center.
Responsibilities & Activities:
·Answer contacts promptly and professionally
·Log/Validate all contacts Call Handling Database
·Resolve a high percentage of customer problems using the relevant tools and systems
·Manage end to end all calls logged, providing regular updates to customers on call status
·Complete follow-on actions as appropriate
·Invoke Escalation Procedures within defined time frames
·Adhere to Policies & Procedures
·Work to achieve individual and team goals
·Protect confidential and sensitive information and materials
·Observe strict compliance to licensing, copyright and trademark legislation
·Accomplish other duties as required
· Adhere to all DXC Technology’s policies & procedures – including security and SOBC
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities