TECHNICAL SUPPORT ASSOCIATE (XPS-VOICE PROCESS) JobsCafe.com Experience : 0 - 4 Years
Location : Hyderabad / Secunderabad
Industry Type : IT-Hardware & Networking
Role: Associate/Sr. Associate -(Technical)
Functional Area : ITES/BPO/KPO, Customer Service, Ops.
Job DescriptionJob Summary:
• Responsible for taking control of and resolving complex technical and escalated
customer issues. Documents and simulates complex customer issues to find solutions
and fixes to customer inquiries and problems. May dispatch additional service as
necessary.
Accountabilities:
• Guide customer troubleshooting efforts to identify products that are defective and
direct in issuing service calls in accordance with guidelines.
• Identify and provide input on unique or recurring customer problems
• Be a champion of Dell specific tools, troubleshooting procedures. Provide DSN
feedback at all appropriate times.
Desired Candidate ProfileScope:
• Responsible for partnering with customer to obtain resolutions to complex
technical issues- helps others deliver results.
• Coordinates the resolution of technical issues – waits in queue (chat) for those
requiring assistance and provides help/advice in a timely manner.
• Resolves the most complex issues forwarded by technicians or peers. (e.g.
executive technical escalations)
• Maintains/builds relationships with other groups that impact the technical aspect
for phone support (e.g. tool content teams, product group)
• Ability to analyze and solve highly complex technical problems which may not ever
have been encountered.
Knowledge & Skills:
• Ability to analyze, research, and solve highly technical, unique problems.
• Thorough knowledge of the following:
§ Mainstream DOS and Windows Applications
§ Basic PC Hardware
§ Microsoft Operating Systems
§ Peripheral Subsystems including the following:
§ Multimedia, Scanners, Printers
• Advanced knowledge of the following: storage subsystems, video subsystems,
processor subsystems
• Excellent communication & trouble shooting skills
• Telephone customer service skills.
Keywords : Technical support,MCSE,MCSA,CCNA.
If you meet the above mentioned criteria, apply online
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