Senior Technician, Technical Support

4 weeks ago


Bengaluru, India Dell International Services India Pvt Ltd (7451) Full time

Senior Technical Support Technician
 

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies 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.
 

Join us as a Senior Technician on our Social Media and Communities team in [Bangalore] to do the best work of your career and make a profound social impact.


What you’ll achieve
As a Senior Technical Support Technician, In Social Media, Responder role, you are responsible for managing conversations pertaining to Dell support in Social Media & Community (SMaC) and is the primary outreach for customers over the social platform that needs assistance from Dell.

You will:

Engagement: Engaging in SMaC conversations to provide Dell official response as well as outreaching to help customers in need. Resolution: Owning resolution of unresolved issues voiced by customers in SMaC. This can include personal resolution by the Responder and/or coordinating resolution with internal Dell’s resolver groups. Responder is also responsible for closing the loop with customer upon resolution. Drive operational excellence through quality closures and efficient management of issues Exhibit first-class customer service

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

Minimum of 1 year of related experience World-class customer service, excellent communication skills in English and work ethic Ability to excel under pressure The position primarily involves night shifts, and candidates must be flexible to work in night shits. The role may have either fixed or rotational shifts, with weekday off’s Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
 

Desirable Requirements

Ability to excel under pressure with strong customer service ethic and ability to be empathetic and accept ownership Experience with job-associated databases or software

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