Dell International Services job for Technical Support Process in Hyderabad

Dell is a Technology driven company with a unique Dell Direct model. Dell Information Technology department (Dell I/T) plays a key role in enabling the Dell Direct model by creating, deploying and supporting global industry-leading I/T assets and services that reliably deliver the best customer experience and competitive edge.
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Post: Technical Support Process

Qualification: Minimum Graduates in any stream. (10+2+3)
Undergraduates with at least 12 months of international call center /18 months of domestic call center / 24 months of any other work experience full time experience.

Location: Hyderabad, Secunderaba
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Job Profile:

• Responsible for providing telephone support for customers on operation or maintenance of Dell products.
• Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues. Responsible for customer satisfaction through effective handling of customer problems.
• Ensure proper escalation procedures are followed. Perform work in accordance to standardized policies and procedures.
• Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills. 

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Key areas: Technical Support Process, engineering, Fresher job, Home, hyderabad, MNC job

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Responsibilities:

• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
• Owns customer issues from beginning to resolution (handles in place).
• 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 follows guidelines in issuing service calls/contacts.
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Recreates, identifies 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.

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Desired Candidate Profile

• Should be open to work in night shifts in a 24×7 environment.
• Should have excellent communication skills in English.

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