Dell Specialist, Client Tech Support (MYSG) in Bayan Lepas, Malaysia
The primary objective for this role is to support customer's enquiries, complaints, and minor technical diagnosis & troubleshoot via email/telephone, computer systems, servers/storage & software systems within standard time frames.
-Escalation of issues to the L2s, Coaches and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.
Analytical, articulate, result-oriented and provide excellent follow-up.
Maintain accurate call logging and tracking into Helpdesk database (Delta).
Displays excellent communication skills and works effectively with customers from various cultural backgrounds who have varied levels of technical knowledge.
Answer and handle customer inquiries, complaints and 1st level escalations from customers.
Responsible for setting realistic customer expectations, and meeting or exceeding these expectations
This person will act as a single point of contact between various departments i.e.: Sales, Service Operations on non-technical escalations from customers. This involves working closely with the various groups internally. A component of this role is to ensure that requirements are communicated to the appropriate group for implementation. A key element is to meet / exceed customer expectations whilst delivering the best possible customer experience.
Tertiary qualifications or other relevant degree.
Min 2 years experience in customer service and project management will be an advantage]Excellent telephone manner; communication skills in English.
Ability to communicate to all levels within an organization
Strong customer service ethic and ability to be empathetic and accept ownership
Well developed problem solving skills
Goal/Career oriented, self-motivated & good team player
Able to work under pressure with minimum supervision
Able to work in 24x7 shift environment