Job Summary: 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.
· Provides support in the inbound or outbound call center
· Outbound call center agents prioritize work based on time and complexity requirements- exercises sensitivity to due process and proper pacing.
· Solves Customer Issues on any product- mostly in warranty XPS Systems
· Routes customers when appropriate to proper support queues
· Partners with Technical Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills)
· Responsible for regular adjustments that contribute business metric goals
· Excels at tolerance for processes and people
· Solves problems for customer’s with challenging expectations (often escalated or irate)
· Solves problems consistently and completely with minimum supervision
· Responsible for working to share strengths with peers
· Excels at recognizing internal and external customer’s needs and expectations
Candidate requirement:
• Should be open to work in night shifts in a 24x7 environment.
• Should have excellent communication skills in English.
• Should be open to relocate to Hyderabad
Educational Qualification:
• Minimum Graduates in any stream. (10+2+3)
• Undergraduates with at least 12 months of international call center /18 months of domestic call center / 24 months of any other work experience – full time experience.
Desired Profile:
1-3 years of relevant technical troubleshooting experience.
Candidates with technical qualification ( B.tech/ BE with Computer Science and IT)
· Provides support in the inbound or outbound call center
· Outbound call center agents prioritize work based on time and complexity requirements- exercises sensitivity to due process and proper pacing.
· Solves Customer Issues on any product- mostly in warranty XPS Systems
· Routes customers when appropriate to proper support queues
· Partners with Technical Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills)
· Responsible for regular adjustments that contribute business metric goals
· Excels at tolerance for processes and people
· Solves problems for customer’s with challenging expectations (often escalated or irate)
· Solves problems consistently and completely with minimum supervision
· Responsible for working to share strengths with peers
· Excels at recognizing internal and external customer’s needs and expectations
Candidate requirement:
• Should be open to work in night shifts in a 24x7 environment.
• Should have excellent communication skills in English.
• Should be open to relocate to Hyderabad
Educational Qualification:
• Minimum Graduates in any stream. (10+2+3)
• Undergraduates with at least 12 months of international call center /18 months of domestic call center / 24 months of any other work experience – full time experience.
Desired Profile:
1-3 years of relevant technical troubleshooting experience.
Candidates with technical qualification ( B.tech/ BE with Computer Science and IT)
Location: Hyderabad, Andhra Pradesh, India
