Job Title: Client Technical Support Associate

Location: Resource can work fully Remote

Scope and Skills Needed:

• 2 - 5 years' experience in technical support
• Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, 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.

Principal Accountabilities

• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and 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 Dell's 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.
• May be involved in revenue generation activities with current Dell customers.
• Reviews and distributes pertinent cross-functional information.
• Escalates more complex customer technical issues to senior level support.
• Customer facing communication skills