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System Support Associate at Dell

+1 vote
773 views

Location

Noida

Job Type

Not Specified

Min Experience

0 Yr

Max Experience

20 Yr

Qualification: Bachelors / Master’s Degree, Diploma
Experience: 0-2 YearS
Skills: Understanding the basic ITIL framework and adherence, Excellent Communication and analytical skills, Problem solving & Team work skills

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Job Responsibilities:
Daily monitoring and assignment of the Request Managements along with SLA monitoring.
Ensuring the incidents do not have any SLA breaches and are handled according to documentation.
Applies communication skills to provide service, coordinate information and collaborate with others.

How to Apply:

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posted Sep 26, 2014 by anonymous

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Role Overview
Responsible for providing telephone 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. Responds to customer technical problems/issues related to hardware, software and networking via phone.

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Role & Responsibilities
 Assists customers by diagnosing problems and providing resolutions for technical service
 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 Dell’s 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.
 May be involved in revenue generation activities with current Dell customers.
 Reviews and distributes pertinent cross-functional information.

Desired Skills
Strong telephone etiquette skills.
Able to communicate over the phone effectively.
Basic knowledge of Dell products, customer service, policies and procedures.
Strong knowledge of computer and navigating through open applications.
Experience in Technical or Semi - Technical process preferred
Minimum 10 + 2 with 12 months of International Contact Centre Exp.

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Experience Required: 0-2 Years

Job Location: Bangalore

Education Required:

  • 2012/13 batch BE/BTech (All branches)
  • Good academics and pH score

DMX

Job Description:
- This is a 24/7 support role.
- You will be working 6 days a week.

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