Job Description:
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Description
Responsible for providing telephone/email/chat and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Verifies warranty entitlement. 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 and phone.
· Assists customers by diagnosing problems and providing resolutions for technical and service 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 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.
· May be involved in revenue generation activities with current Dell customers.
· Reviews and distribute pertinent cross-functional information.
· Escalates more complex customer technical issues to senior level support.
Qualifications
Strong telephone etiquette skills.
Strong organization skills.
Able to utilize computer to input data.
Experienced verbal and written communication skills.
Working knowledge of Dell products, customer service, policies and procedures.
Strong organization and problem solving skills
An Industry cert is not required but preferred such as A+, Server+, MCP, MCSA, MCSE, CCNA
2-4 years experience in a customer service or related fields.
apply here:
https://careers.us.dell.com/servlets/CareerSection?art_ip_action=FlowDispatcher&flowTypeNo=13&pageSeq=2&reqNo=76602&art_servlet_language=en&csNo=2
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