Technician, Technical Support
Dell Technologies
Gurgaon, India
2d ago

Title : Technical Support Technician

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company.

We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.

We can’t wait for you to discover this for yourself as a Senior Associate, Client Tech Support on our Client Tech Support team in Gurgaon.

Dell's world-class customer service doesn’t end when a client purchases our innovative products. Our Client Tech Support team is there for them whenever they need help by phone or email, online and on social media.

We answer questions about the installation, operation, configuration, customization and use of Dell products. For critical matters, we use our systems to provide remote diagnostic technical support.

If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Our Employee Value Proposition :

Our Culture Code unites us and makes us a great family of companies and a great place to work. It’s how we run the business, go to market, work together and provide inspirational leadership.

Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

Role Overview

Supports Dell’s products and services (via telephone, web or e-mail) to specified customer / partner segments and is responsible for ensuring a positive customer experience.

Understands the administrative and operational requirements of the job.

Demonstrates good judgment in analyzing information to make routine decisions.

  • Responsible to handle inbound calls, emails, and web interface to drive numbers with existing and new customers.
  • Has good knowledge of computers and high technical acumen for client / end user computing, preferably experience in offering technical support services
  • Should have excellent communication skills should be able to carry out effortless conversation in English, good convincing skills
  • Understand the need of the customer & provide the suitable solution to customer’s issue in terms of repair services / warranties.
  • Learning of Dell technology, products, and services and should be able to identify how these products and services align to customer needs.
  • Responsible for providing solution for technical issues on calls which may end with booking an order for paid repair services, renewal services and / or with relevant Dell products
  • Should be compliant to and adhere to process design as per the management decision.
  • Cooperates and collaborates with colleagues, cross- functionally, to support the technical solution process.
  • Understands the administrative and operational requirements of the job.
  • Demonstrates good judgment in analyzing information to make routine decisions.
  • Follows up with occasional ownership issues / outbound calls.
  • Requirements

  • Graduate Fresher to 4 years of relevant work experience required
  • Undergrad with 1 year of relevant work experience required
  • 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 & email etiquettes
  • Excellent spoken and written English
  • Ability to handle stressful situations.
  • Goal / Career oriented and self-motivated
  • Preferences

  • Good Knowledge of PC Hardware / Software for desktop & portable systems
  • Very Good Solutions Positioning Skills
  • Any relevant Certification / Qualification.
  • Benefits

    We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

    If you’re keen to help customers get the best from truly ground-breaking technology, this is your opportunity to develop with Dell.

    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. Learn more about Diversity and Inclusion at Dell here.

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