I have 7.5 years of Call Center / Technical Support / Help desk experience In international Call centers. Companies i worked with include Dell supporting US & Canada customers over phone & remote troubleshooting, Genpact Us customer over phone, Vmg Chat support, Prokarma US Voice Support.
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MCSE CCNA DCSE ITIL (aware)
2 i3 systems with SSD
2 Internet connections 4mb Dsl & 15 mb fiber
Dell experiance 4 years
Responsible for providing telephone remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, 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.
Responds to customer technical problems/issues related to hardware, software and networking via 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 Dells 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.
Reviews and distributes pertinent...
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