Dell Lead Spec, Client Tech Support (L2) in Bayan Lepas, Malaysia

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  • Act as an level 2 support for frontline L1 agent and lead the technical troubleshooting and diagnostic to resolve the technical issues via phone, email/chat, online and social media.

  • Assume the technical resolution ownership from L1 agent when issue is escalated.

  • Maintain accurate call logging and tracking info in Dell CRM system (Delta).

  • Assists customers by diagnosing problems and providing resolutions for technical related 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, researches 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.

  • Reviews and distributes pertinent cross-functional information.

  • Escalates more complex customer technical issues to product support group.

  • Prepare technical root cause analysis report when required

  • Provide technical coaching and mentoring for frontline L1 agent to improve the quality and accuracy of troubleshooting as well as driving down the dispatch cost.

Desired Qualifications and Personnel Traits:

  • Degree in Computer Science / IT related discipline with at least 3 years related working experience.

  • Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 5 years working experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply.

  • Possess an intermediate product knowledge on Client LOB

  • Able to work rotating shifts including 24x7, when required.

  • Speak, read and write proficiently in English. Added language skills will be an advantage.

  • Excellent verbal and written communication skills

  • Those with professional certification from Microsoft/Linux OS/VM will have an added advantage.