Dell Spec, ClientTechSupport (17000PB4) in Bengaluru, India
Job Title: Client Tech support Specialist
Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables,
peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products.
Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents
problems in the support solution database for diagnostics and solution implementation
Roles and Responsibilities:
Answer customer calls / inquiries (internal and external) on related issues, e.g: Technical queries, Dispatches & Customer Escalation both phone and email systems
Need to provide resolution for all the calls by researching and navigating through knowledge base
Identify and provide input on unique or recurring customer problems.
Deal with other departments eg: Sales or customer service etc... to solve the customer issuesResponsible for setting realistic customer expectations and meeting or exceeding these expectations
Responsible for setting realistic customer expectations and meeting or exceeding these expectations
To verify and investigate into customer's complaints or issues and drive for resolution within specified time frames.
To liaise with sales, logistics, customer care and support teams etc... to find solutions to customer issues
Ability to Up sell on calls based on Customer needs
Answer Indian Pro support customer calls / inquiries ( Command Over Engish & Hindi is mandatory) on related issues, e.g: Technical queries, Dispatches & Customer Escalation both phone and email systems
Fluency in English and Hindi is mandatory.
2yrs of relevant work experience required.
Graduate /Diploma 3yrs with 1.5-2year of International Call Center Voice experience is must.
Should be willing to work in shifts in a 24 x7 work environment
Should be residing within Transport Boundaries
Excellent telephone soft skills & thorough telephone functional skills
Ability to handle stressful situations.
Ability to deal professionally with irate customers.