o Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
o Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
o Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
o Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
o Identifies, researches and provides input on unique or recurring customer problems.
o Remains knowledgeable of Dell's product line, current industry products and technologies.
o Focuses on delivering a positive customer experience according to Dell standards.
o Monitors and tracks issues to ensure accurate resolution.
o May be involved in revenue generation activities with current Dell customers.
o Reviews and distributes pertinent cross-functional information.
o Escalates more complex customer technical issues to senior level support.
Requirements :
o Advance Diploma/Diploma holders in Computer Science/IT related discipline with 2 years working experience in IT support
o Must be able to speak and write in Thai language
o experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply.
o Those with professional certification will have an added advantage.
o Strong understanding and technical ability for Desktop and Laptop, Software systems and applications supported and sold by Dell
o Able to work rotating shifts including 24x7
o Speak, read and write proficiently in English.
o Added language skills will be an advantage
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