Technical Support Senior Technician - Dutch Speaker
Dell
Casablanca, Morocco
il y a 6j

Key Responsibilities

The Service Desk Technical Support agent is dedicated to support the end users of our Customers with Technical issues diagnostic and resolution.

  • Provide first-level support by using troubleshooting techniques and tools to identify technical defects / issues
  • Assign incidents in line with documented guidelines and procedures
  • Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
  • Clearly and concisely log and track details of solutions provided to resolve customer issue (logs all ACD calls, emails, chat and call-backs) maintaining and updating customer database and consistently perform to set targets
  • Escalate problems in line with documented procedures, as appropriate
  • Maintain comprehensive knowledge of service offerings along with future industry products and technologies and attend required technical training sessions and make effective use of assigned lab time
  • Comply with schedule adherence to ensure overall service level targets are achieved and identify and provide input on unique or recurring customer problems
  • Essential Requirements

  • Fluent communication skills in Dutch and English
  • Minimum of 12 months experience in a similar role
  • Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  • Good organizational and interpersonal skills and excellent telephone and customer handling skills
  • Ability to handle stressful situations and deal professionally with irate customers
  • Certificate / Diploma in computing and working knowledge of PC architecture / technology
  • Knowledge of standard Microsoft Windows Applications and Operating systems and good skills in software issues
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