Job Position/Title:
Call Center Technical Support Representative
Libis, Quezon City
Dell International Services Philippines, Inc.
Job Description/Responsibilities:
Call Center Tech Support eRep
- Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools.
- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.
- Escalate problems when unable to make proper determination.
- Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies.
- Log customer contacts.
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Complete required product training modules on time to remain competent of current technology offerings.
- Identify and provide input on unique or recurring customer problems.
Requirements:
- Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or Bachelor's/College Degree in any field.
- Required skill(s): Excellent communication skills, Telephone etiquettes.
- Required language(s): English.
- At least 1 year(s) of working experience in the related field is required for this position.
- Applicants must be willing to work in Eastwood City.
- Preferably with call center experience.
- Willing to work in shifting/rotating schedule
- Applicants should be Filipino citizens or hold relevant residence status.
- Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Hardware or equivalent.
- Full-Time positions available.
- Knowledge and Skills
- Mainstream DOS and Windows Applications
- Basic PC Hardware for desktop and portable systems
- Microsoft Operating Systems
- Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc.
- Thorough knowledge of the technical reference tools (e.g. DSN, Training&Development, Customer Support Website, Forums, Approved WWW tools)
- Understanding of support policies and procedural guidelines
- Organizational skills.
- Interpersonal skills.
- Excellent telephone soft skills.
- Thorough telephone functional skills
- Ability to handle stressful situations.
- Ability to deal professionally with irate customers.
- A+, MCP, C.NA, DCSE certification preferred.
- Minimum 1 + year technical support experience
- Prefer AA/AS degree or equivalent technical training
- Highly Preferred: DCSE, A+ certifications
- Preferred: MCP, C.NA certifications
Company Information:
One focused vision made Dell the world's leading direct computer systems company, with employees in 33 countries around the globe. One bold concept 'direct customer contact' has made Dell one of the most successful companies in its field. Dell is a Fortune 500 company and is ranked as one of the 2005 Most Admired Companies in its industry, in terms of financial soundness, employee talent, social responsibility, quality of management, long-term investment value and innovation.
Contact Information:
Dell International Services Philippines, Inc.
2/F 1800 Eastwood Avenue, Eastwood City Cyberpark
188 E. Rodriguez Jr. Avenue, Bagumbayan, Quezon City
Philippines, 1110
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