Technical Support Vietnam Speaking (Fresh Graduate & Move to Penang)
Dell
- Ho Chi Minh City
- Permanent
- Full-time
As an IT Technician, you will install and maintain hardware and software systems and support smaller user groups, providing positive customer experience with each interaction.Principal Responsibilities
- Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking and its associate products.
- Assists customers by diagnosing problems and providing resolutions for technical and service issues.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in dispatching services/parts
- Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources.
- Documents problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool
- Provides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, SMTs, SPSPEs, SPEs, Tech Leads, Team Managers)
- Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).
- Maintains proficiency of Dell's Enterprise product line and service offerings along with current industry products and technologies.
- Focuses on delivering a best in class customer experience according to Dell standards.
- Participates in and contributes to initiatives that improve overall product/report quality.
- Proactively contributes to increasing team efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities.
- Complies with work schedule adherence to ensure overall service level agreements are achieved.
- Ability to demonstrate sense of urgency regarding customer reported issues.
- Excellent telephone and customer handling skills .
- Excellent analytical and logical thinking skills & ability to work under pressure.
- Ability to deal professionally with demanding customers, ability to learn processes & procedures, new products and technologies.
- Exceptional verbal and written communication skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization.
- Ability to work shift(s) on a rotating schedule that includes evenings, weekends, holidays.
- As a 24x7x365 organization, ability to work shifts on a rotating schedule that includes holidays and weekends is a must.
- Applicants require to work in Bayan Lepas, Penang at least 2 years
- New graduate (less than a year) in Computer Sciences / Information Technology degree related discipline
- Understanding and technical ability for Servers/Storage/Networking will be advanced but not required
- Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA good to have but not require