About DELL
- $ 58.2 billion corporation, operating across 6 continents from 28 countries, 80,000 employees globally.
- Pioneer of the Direct selling model
- Premier provider of technology products and services ( primarily Desktops, Laptops and Servers)
- One of the world’s largest PC Manufacturers.
Dell International Services:
- Key driver of the Dell Direct Model
- 13,500 employees in India and offices at Bangalore, Hyderabad, Gurgaon and Chandigarh
- Work spectrum spans R&D, IT, Analytics, Sales and Customer Experience Centres.
- Operates one of the largest captive Customer Experience Centres providing support to Dell customers worldwide.
Careers at Dell !!what can you expect !
- You will be guided & supported by industry best managers helping you develop your career.
- Winning culture and meritocracy based reward system makes it the most attractive opportunity.
- Regular training programs on communication and language improvement to develop every individuals articulation skills
Company funded Further education programs in various disciplines to help individuals scale up faster in technical and management verticals.Company sponsored A+, MCDST, CCNA, CCNP and MCSE certification for those who aspire to develop their technical skills on an ongoing basis.
- Good work facilities/ working conditions.
- Transportation : Pick up and drop
- 24 hrs Cafeteria
Location: Bangalore
Working Hours: Night shifts/Rotating shifts
Job Summary
- Responsible for providing voice support for international customers on operational or maintenance of Dell products. Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills
Principal accountabilities
- Provide first-level Customer Support on basic operational or maintenance of personal computers and /or peripherals using available tools.
- Guide customer troubleshooting efforts to identify products that have Customer Issues and issue service calls in accordance with guidelines.
- Escalate problems when unable to resolve customer issues.
- Log and sufficiently document all contacts with customers in designated tools.
- Identify and provide input on unique or recurring customer problems.
- Be a champion of Dell specific tools, Customer Care Procedures. Provide Dell Solution Network feedback at all times.
- Scope
- Solves Customer Issues on any product- mostly in warranty Dell desktops and portables like Optiplex, Latitude, Dimension, and Inspiron.
- Routes customers when appropriate to proper support queues.
- Partners with Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills)
- Strive for excellence contributing to business metric goals.
- Perform work in accordance to standardized policies and procedures
- Qualification and Experience Required:
- Bachelor Degree, PUC (with one year of international call center experience);
- Diploma Courses (post 10+2 with 1 year international call center experience);
- Engineering Degree or Post Graduate Degree (with at least 1 year experience in customer care / semi-tech international call center process)
- Basics of Computers including Operating Systems, hardware and internet .
- Basic PC Hardware / A+ Certification / MCDST Certification 90 days will be added advantage
- Exposure to technical support trouble shooting in international call centers will be an added advantage.
Fresher can also apply !
Skills:
- Ability to analyze, research, and solve highly technical problems
- Clarity of speech, fluency, grammar, neutral accent and good articulation of thought.
- Self Starter with good verbal and written communication skills
- Ability to understand and speak to US customers
- Good interpersonal skills and a good team player
- Ability to prioritize and multitask
- Basic knowledge of MS Office suite of software like MS Word, Excel and PowerPoint
- Ability to quickly adapt to changes in process and policies.
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