Responsible for providing telephone/email/chat, and remote diagnostic technical support of desktop and portable products.

Answer questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.). Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Document problems in the support solution database for diagnostics and solution implementation.

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• Responds to customer technical problems/issues related to hardware and networking via phone.
• Assists customers by diagnosing problems and providing resolutions for technical service.
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
• 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.
• 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, policies, and procedures.
• Knowledge in how to interact with Microsoft Windows Operative Systems and Basic Internet Tools.
• 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
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• Posting in Job Portal
  • 9 am – 6 PM VN Time, Mon – Friday
  • Willing to relocate to Malaysia but will work in Vietnam temporarily max of 6 months or until EP has been processed
  • Must have technical support background
  • Basic Salary RM 4100 – RM5100
  • Housing Allowance – RM200
  • Medical /Dental coverage upon onboarding
  • Gym membership subsidy (post probation period)