Resolution Specialist
RESPONSIBILITIES:

* Provides on-going, on-the-floor support and development of agents’ technical knowledge with focus on improving quality and service levels
* Provides second-level technical support on basic operation or maintenance of personal computers and/or peripherals using documented procedures and available tools
* Provides technical and functional assistance to agents for escalated calls, resolves moderate to complex customer technical problems/issues and decides if technical issues require escalation to senior-level support while ensuring a positive customer experience
* Guides L1 technical support reps in troubleshooting efforts to identify products that are defective
* Serves as technical expert and remains knowledgeable on all products, offerings and processes including new and existing call center tools/applications and implementation of new systems
* Performs periodic agent call audits via remote/service observe or side-by-side mode, with particular attention to technical/functional excellence
* Identifies, develops and delivers vitality training to improve technical capabilities of technicians
* Partners with technical support managers and process improvement leaders to evaluate metrics and identify trends, and suggest action plans to address areas for improvement
* Communicates, influences, and enforces consistent processes, policies and procedures across teams within a business unit
* Utilizes networks across businesses with Dell to serve as technical/functional liaison for business units

REQUIREMENTS:

* At least 1 year experience as a Level 2 Technical Support Representative or a similar capacity
* Advance knowledge in hardware and software troubleshooting
* Must have experience in conducting coaching sessions
* Has escalation experience
* Should have upselling experience in a call center industry setting
* Preferred: Knowledge in CMS
* Excellent oral and written English communication skills
* Able to create charts and presentations

Company Name :
Dell International Services Philippines Inc. – QC Site
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
2/F 1800 Eastwood Avenue Bldg.,Eastwood City Cyberpark, E. Rodriguez Jr. Ave. Libis Quezon City 1100
WebSite :
www.dell.com/manila