Dell Senior Specialist, Client Technical Support, SA Client TS - Upsell in George Town, Malaysia

  • DESCRIPTION:- Daily: Provide timely response to customer issues, using all Dell resources to quickly and accurately diagnose,troubleshoot, and repair customer's servers or escalate to the appropriate team.- Daily/Weekly: Actively support the customer in problem resolution by Answering customer communications in a timely fashion- Identify and resolve issues affecting customers' Servers, Storage , EMC , EQuallogic, Compellent, KACE.- Track the details of changes made and solutions provided to resolve customer issues in the specified tracking tool.- As Required: Maintain/enhance skill levels according to future technology trends.- Daily/Weekly: Maintain customer database to ensure customer information is up to date and accurate:- Customer contact Hardware/Software revision- Detailed description of the problem- Diagnosis & troubleshoot via telephone, computer systems, servers/storage & software systems within standard time frames.- Escalation of issues to the Product Support team 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.- Displays excellent communication skills and works effectively with customers from various cultural backgrounds who have varied levels of technical knowledge.QUALIFICATION:- Advance Diploma/Diploma holders in Computer Science/IT related discipline with a minimum of 3 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.- Those with professional certification from Microsoft/Red Hat/Novell will have an added advantage.- Strong understanding and technical ability for PC, Servers/Storage, Software systems and applications supported and sold by Dell- Able to work rotating shifts including 24x7- Superior English skills (verbal, written & comprehension).- Experience in servicing International English speaking customers will be an advantage