Technical Support Representatives

Dell International Services Philippines Inc. - QC Site

READY TO FINE-TUNE YOUR CAREER?

Meritocracy. Empowerment. A passion for technology and unique solutions. That’s what success sounds like at Dell. Join us, and you’ll work in an innovative environment with other talented people who are implementing groundbreaking recovery and recycling programs, as well as using safe and environmentally-preferable materials.

What’s more, as a Dell employee, you’ll get the support, resources, and training you need to chart your own path to success. Explore our career opportunities, and discover how brilliant your career can be. We’re currently hiring…

Technical Support Representatives

RESPONSIBILITIES:

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Responsible for providing telephone support for customers on operation or maintenance of Dell products. Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues. Responsible for customer satisfaction through effective handling of customer problems. Ensure proper escalation procedures are followed. Perform work in accordance to standardized policies and procedures. Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.

REQUIREMENTS:
Minimum of 1 yr call center experience with at least 6 mos. in handling a technical account (i.e. hardware or any computer-related troubleshooting)
Excellent communication skills
Mainstream DOS and Windows Applications
Basic PC Hardware for desktop and portable systems
Microsoft Operating Systems
Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc.
Thorough knowledge of the technical reference tools (e.g. DSN, Training&Development, Customer Support Website, Forums, Approved WWW tools)
Understanding of support policies and procedural guidelines
Organizational skills.
Interpersonal skills.
Excellent telephone soft skills.
Ability to handle stressful situations.
Ability to deal professionally with irate customers.
Experience in upselling/sales is an advantage.
Applicants must be willing to work in Eastwood, Libis, Quezon City.