Dell
Client Tech Supt Specialist
Dalian, Liaoning, China, CN - Information Technology and Services
Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (E.g, verifies warranty entitlement, etc.). 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.
Responsibility
· Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
· Assists customers by diagnosing problems and providing resolutions for technical service or care 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, researches 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 distributes pertinent cross-functional information.
· Escalates more complex customer technical issues to senior level support.
Career Level Criteria
· Applies advanced and demonstrated knowledge of a wide range of policies and procedures for the area.
· Acts as a highly skilled specialist in one or more areas.
· Integrates understanding of departmental issues and how related areas interact to achieve results.
· Keeps abreast of external industry trends and latest advances.
· Utilizes best practice processes around work assignments, project management, and quality of output while maximizing overall team performance.
· Develops an understanding of internal operations and how related functional areas interact to achieve results.
· Improves efficiency, quality and service of ongoing work
Problem Solving
· Applies research, information gathering and analytical skills to complex activities and issues.
- Selects appropriate alternatives from identified options.
- Collects customer needs and translates to appropriate solutions.
- Assesses accuracy of detailed information
- Tracks, maintains and produces regular and ad hoc reports.
· Completes complex tasks in a creative way requiring considerable independent judgment and a high degree of initiative.
- Regularly makes recommendations for policy or process improvement for work group.
· May contribute to financial and resource
Guidance
· Leads team in the achievement of project milestones and department objectives.
· Acts in a team lead capacity overseeing the day-to-day activities of a group of team members.
- Coaches, motivates and guides team members.
- Delegates work to team members.
· Significant portion of time still spent on performing work of the team.
· Regularly reviews the work of other team members.
- Identifies opportunities for improvement; recommends possible training opportunities.
· Independently gathers resources and information needed to complete projects.
- Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision.
- Ensures team is meeting or exceeding contractual and service level obligations to customers.
· Adapts team priorities to respond to customer and business partner needs.
Relationships- Contributes to own team/closely related teams by ensuring quality and accuracy of team output.
- Builds strong relationships with customers and across work areas to improve services and ensure service levels are being met.
- Builds productive internal relationships at team lead or management level.
- Collaborates with others to achieve objectives and ensure information flow.
Job Level Criteria- Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. Will own the issue and engages/collaborates with multiple resources.
- Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.
- Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.
- May triage unresolved software issues according to department procedures and answers technical questions, resolves, or escalates problems.
- May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.
- May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.
- Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.
- Contributes to own team/closely related teams by ensuring quality and accuracy of team output.
- Builds strong relationships with customers and across work areas to improve services and ensure service levels are being met.
- Builds productive internal relationships at team lead or management level.
- Collaborates with others to achieve objectives and ensure information flow.
- Qualifications :
Job Experience- 4-6 years of relevant experience or equivalent combination of education and work experience.
- Excellent telephone etiquette skills.
- Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.
- Must be able to speak and write in English, Chinese and Japanese
- Mastery of Dell products, customer service, policies and procedures.
- Works effectively and efficiently under time constraints and high stress/pressure environments.
- May require advanced industry/ internal certifications applicable to role.
Education
· High school diploma or equivalent required. Associates degree, technical college or some college course work preferred.
No salary provided
Posted March 24, 2015 at 06:22AM from LinkedIn http://ift.tt/1Hy9ppI
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