FacebookDell Recruits Freshers For Technical Support
Posted On Saturday, October 10, 2009 at at 9:27 PM by Ketan PatelProfile :- Dell Inc. listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell sells more systems globally than any computer company, placing it No. 34 on the Fortune 500. Dell's climb to market leadership is the result of a persistent focus on delivering the best possible customer experience by directly selling standards-based computing products and services. Revenue for the last four quarters totaled $58.2 billion and the company employs approximately 90,400 team members around the globe.
Dell was founded in 1984 by Michael Dell, the longest-tenured executive to lead a company in the computer industry. The company is based on a simple concept: by selling computer systems directly to customers, Dell could best understand their needs and efficiently provide the most effective computing solutions to meet those needs. This direct business model eliminates retailers that add unnecessary time and cost, or can diminish Dell's understanding of customer expectations. The direct model allows the company to build every system to order and offer customers powerful, richly configured systems at competitive prices. Dell also introduces the latest relevant technology much more quickly than companies with slow-moving, indirect distribution channels.
Job Description
• Responsible for taking control of and resolving complex technical and escalated customer issues. Documents and simulates complex customer issues to find solutions and fixes to customer inquiries and problems. May dispatch additional service as necessary.
Accountabilities:
• Guide customer troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines.
• Identify and provide input on unique or recurring customer problems
• Be a champion of Dell specific tools, troubleshooting procedures. Provide DSN feedback at all appropriate times.
Desired Candidate Profile
• Responsible for partnering with customer to obtain resolutions to complex technical issues- helps others deliver results.
• Coordinates the resolution of technical issues – waits in queue (chat) for those requiring assistance and provides help/advice in a timely manner.
• Resolves the most complex issues forwarded by technicians or peers. (e.g. executive technical escalations)
• Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group)
• Ability to analyze and solve highly complex technical problems which may not ever have been encountered.
Knowledge & Skills:
• Ability to analyze, research, and solve highly technical, unique problems.
• Thorough knowledge of the following:
§ Mainstream DOS and Windows Applications
§ Basic PC Hardware
§ Microsoft Operating Systems
§ Peripheral Subsystems including the following:
§ Multimedia, Scanners, Printers
• Advanced knowledge of the following: storage subsystems, video subsystems, processor subsystems
• Excellent communication & trouble shooting skills
• Telephone customer service skills.
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