Dell Technical Support Senior Technician (Mandarin Speaking) in Bayan Lepas, Malaysia
Technical Support Senior Technician (Mandarin Speaking)
At Dell Technologies, our Service Desk team provides remote technical support expertise (via telephone, web or e-mail) in a complex information infrastructure environment with the need to integrate Dell Technology products and systems with other Dell Technology and non-Dell Technology computer systems being operated by customers. We can convey sophisticated ongoing technical system support is critical to, and an essential component of, both Dell Technology's business operations and the business operations of Dell Technology customers.
Join us as a Technical Support Senior Technician on our Service Desk team in Bayan Lepas, Penang to do the best work of your career and make a profound social impact.
Key Responsibilities :
As part of our Service Desk team, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.
Provide first-level support and use troubleshooting techniques and tools to identify technical defects/issues & assign incidents and escalate problems in line with documented guidelines and procedures
Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
• Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue & identify and provide input on unique or recurring customer problems
• Consistently perform to set targets & comply with schedule adherence to ensure overall service level targets are achieved
• Maintain comprehensive knowledge of service offerings along with future industry products and technologies & attend required technical training sessions and make effective use of assigned lab time
Fluent communication skills in English and non-natives in Mandarin/Cantonese/Bahasa Malaysia will be an added advantage
Requires 1-2 years of related customer handling experience in a similar role
First-rate customer focus, phone etiquette and work ethic with excellent communications skills
Ability to work under pressure with calmness and composure
Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures with knowledge of Office 365, standard Microsoft Windows Applications and Operating systems and good skills in software issues
Problem solving skills and results driven
Able to work on weekends as part of the working days (weekdays off)
Able to work during Public Holidays
Flexible on shift rotation base on business needs
Good tardiness & attendance track record
Certificate/Diploma in computing or equivalent
Working knowledge of PC architecture/technology
Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here. (https://jobs.dell.com/diversity-and-inclusion)
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .