bkk_88
Junior Member
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- 70
- Joined
- Mar 14, 2011
- Messages
- 70
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Hi All,
There are TWO vacancies (Client Technical Support Sr. Associate) in my team. Below is the job description and some of the pre-requisite criteria.
Pre-requisite Criteria:
- Team player and able to work under pressure to accomplish task under tight timelines.
- Shows loyalty towards to the GSD BU.
- Proactive and willing to learn.
- Willing to work on 24x7 shift rotations.
I am fine with fresh graduate or someone with limited experience in this field as long as they met the above pre-requisite criteria. I would love to offer this opportunity and commit in training him\her bring him\her up to speed and eventually shine like a gem in the shortest period of time.
Please send over your CV or friends CV to me latest by 25th March 2011 (Friday)
Function Product Services
Job Family Client Technical Support
Job Family Summary 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.
Principal Accountabilities
• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
• Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
• 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.
• Escalates more complex customer technical issues to senior level support.
Global Job Title Client Technical Support Sr. Associate
Knowledge
• Technical
• Professional
• Business Acumen
• Comprehensive knowledge of a wide range of policies and procedures for the work area.
• Integrates knowledge and experience as a skilled specialist.
• Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies.
• Possesses deep technical knowledge in area of specialization.
• Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions.
Problem Solving
• Judgment
• Complexity
• Ingenuity
• Develops solutions to complex technical problems, which may impact multiple work areas.
• - Probes beyond the stated situation to identify underlying issues and consider possible alternatives.
• - Recognizes and acts on inconsistencies in data.
• - May develop new techniques and procedures.
• Work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations.
• - Recommends and assists in the implementation of changes to policies / procedures as appropriate.
• - Understands the implications of actions and decisions within work area and across teams.
• Resolves complex issues escalated from less-experienced team members.
Guidance
• Direction
• Planning
• Independence
• Initiative
• Receives general direction; work may be completed without pre-established procedures.
- Work guided by team requirements or department objectives.
• Establishes own priorities within general guidelines.
- Coordinates resources and activities as needed to achieve deadlines and results.
- Finds ways to improve efficiency, quality and service of ongoing work.
• May provide direction/coaching to less experienced team members.
email to [email protected]
with the subject line of the email GlobalServiceDesk
There are TWO vacancies (Client Technical Support Sr. Associate) in my team. Below is the job description and some of the pre-requisite criteria.
Pre-requisite Criteria:
- Team player and able to work under pressure to accomplish task under tight timelines.
- Shows loyalty towards to the GSD BU.
- Proactive and willing to learn.
- Willing to work on 24x7 shift rotations.
I am fine with fresh graduate or someone with limited experience in this field as long as they met the above pre-requisite criteria. I would love to offer this opportunity and commit in training him\her bring him\her up to speed and eventually shine like a gem in the shortest period of time.
Please send over your CV or friends CV to me latest by 25th March 2011 (Friday)
Function Product Services
Job Family Client Technical Support
Job Family Summary 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.
Principal Accountabilities
• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
• Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
• 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.
• Escalates more complex customer technical issues to senior level support.
Global Job Title Client Technical Support Sr. Associate
Knowledge
• Technical
• Professional
• Business Acumen
• Comprehensive knowledge of a wide range of policies and procedures for the work area.
• Integrates knowledge and experience as a skilled specialist.
• Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies.
• Possesses deep technical knowledge in area of specialization.
• Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions.
Problem Solving
• Judgment
• Complexity
• Ingenuity
• Develops solutions to complex technical problems, which may impact multiple work areas.
• - Probes beyond the stated situation to identify underlying issues and consider possible alternatives.
• - Recognizes and acts on inconsistencies in data.
• - May develop new techniques and procedures.
• Work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations.
• - Recommends and assists in the implementation of changes to policies / procedures as appropriate.
• - Understands the implications of actions and decisions within work area and across teams.
• Resolves complex issues escalated from less-experienced team members.
Guidance
• Direction
• Planning
• Independence
• Initiative
• Receives general direction; work may be completed without pre-established procedures.
- Work guided by team requirements or department objectives.
• Establishes own priorities within general guidelines.
- Coordinates resources and activities as needed to achieve deadlines and results.
- Finds ways to improve efficiency, quality and service of ongoing work.
• May provide direction/coaching to less experienced team members.
email to [email protected]
with the subject line of the email GlobalServiceDesk
