Technical Support Specialist for Dell
Dell International Services India Pvt Ltd, Hyderabad 4 - 6 Yrs
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Provide second-level technical support on basic operational or maintenance of personal computers and /or peripherals using documented procedures and available tools.
Guide L1 technical support rep`s troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines.
Escalate problems when unable to make proper determination.
Remain knowledgeable of Dell`s product line and service offerings, current industry products and technologies.
Remain knowledgeable of Dell`s procedural guidelines for issuing service and handling technical escalations.
Log and sufficiently document all agent contacts with the Support Specialist group.
Identify and provide input on unique or recurring customer problems.
Generate/analyze reporting specific to L1 reps to perform coaching needs analysis. (technical performance metrics only)
Arrange mentoring sessions based on needs analysis and coach to proper troubleshooting and guideline adherence improvements.
Generate/Provide thorough documentation with regard to mentoring sessions completed to L1 rep`s manager or supervisors.
Escalate problems when unable to make proper determination.
Applies knowledge and understanding of policies and procedures to determine a course of action based on guidelines.
Intricate knowledge of dispatching practices
Ability to analyze, research, and solve highly technical, unique problems.
Skills and Knowledge Required:
Mainstream DOS and Windows Applications
Basic PC Hardware
Microsoft Operating Systems
Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc.
Dell product intricacies
Job ID:090004XX
