Client Technical Support Associate in National Capital Reg, Philippines

at Dell

Industry
ICT / Telecommunications
Specialization
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Gender
Male or Female

Job Description

· Answer ACD calls and address the customer's technical support needs or handle/route accordingly. Provide technical support on operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. 
· Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls. 
· Escalate problems when unable to make proper determination. 
· Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies. 
· Log customer contacts. 
· Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. 
· Complete required product training modules on time to remain competent of current technology offerings. 
· Identify and provide input on unique or recurring customer problems. 
Knowledge and Skills 
· Mainstream DOS and Windows Applications including Windows 8 
· PC Hardware for desktop and portable systems 
· Microsoft Operating Systems 
· Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc. 
· Thorough knowledge on Wireless/Wired Network connectivity 
· Basic Network Troubleshooting 
· Knowledge around Virus and Spyware is a plus 
· Thorough knowledge of the technical reference tools (e.g. DSN, Training & Development, Customer Support Website, Forums, Approved WWW tools) 
· Understanding of support policies and procedural guidelines 
· Organizational skills. 
· Interpersonal skills. 
· Excellent telephone soft skills. 
· Thorough telephone functional skills 
· Ability to handle stressful situations. 
· Ability to deal professionally with irate customers. 
· A+, MCP, C.NA, DCSE certification preferred. 


Requirements

· Mainstream DOS and Windows Applications including Windows 8

· PC Hardware for desktop and portable systems

· Microsoft Operating Systems

· Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc.

. Thorough knowledge on Wireless/Wired Network connectivity

· Basic Network Troubleshooting

· Knowledge around Virus and Spyware is a plus

· Thorough knowledge of the technical reference tools (e.g. DSN, Training & Development, Customer Support Website, Forums, Approved WWW tools)

· Understanding of support policies and procedural guidelines

· Organizational skills.

· Interpersonal skills.

· Excellent telephone soft skills.

· Thorough telephone functional skills

· Ability to handle stressful situations.

· Ability to deal professionally with irate customers.

· A+, MCP, C.NA, DCSE certification preferred.

Minimum of 1 yr call center experience with at least 6 mos. in handling a technical account (i.e. hardware or any computer-related troubleshooting) 
Education and Certifications 
· Prefer AA/AS degree or equivalent technical training 
· Highly Preferred: DCSE, A+ certifications 
· Preferred: MCP, CCNA certifications

  Apply Now

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