Dell - Seoul (Korea)
Job Description
SECTION 1 In careers direct - Description external / internal [Description] Responsible for providing telephone/email/chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products. Verifies warranty entitlement and determines appropriate action. 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 e-mail/chat and phone. -Handles customer issues from beginning to resolution (handle in place). -Assists customers by diagnosing problems and providing resolutions for technical and service 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 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 distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.). -Escalates more complex customer technical issues to senior level support.Qualifications
SECTION 2 In careers direct - Qualification external
[Qualifications]
Experienced telephone etiquette skills.
Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.
Works effectively and efficiently under time constraints and high stress/pressure environments.
6-8 years of relevant experience or equivalent combination of education and work experience.
Industry certification required.
Company Description
Since 1985, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end computing solutions company, Dell continues to transform computing and provide high quality solutions that empower people to do more all over the world.
With more than 100,000 team members across the globe, Dell serves customers ranging from the world's largest businesses and public-sector organizations, to small and medium businesses, and individual consumers. Dell's team members are deeply committed to serving our community, regularly dedicating volunteer hours to over 1,500 non-profit organizations. The company has also received numerous accolades ranging from employer of choice to energy conservation awards.
At Dell, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. This means fostering an open approach to technology innovation that delivers effective solutions for all customer challenges. We believe technology is essential for human success and that it should be accessible to everyone.
With more than 100,000 team members across the globe, Dell serves customers ranging from the world's largest businesses and public-sector organizations, to small and medium businesses, and individual consumers. Dell's team members are deeply committed to serving our community, regularly dedicating volunteer hours to over 1,500 non-profit organizations. The company has also received numerous accolades ranging from employer of choice to energy conservation awards.
At Dell, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. This means fostering an open approach to technology innovation that delivers effective solutions for all customer challenges. We believe technology is essential for human success and that it should be accessible to everyone.
No comments:
Post a Comment