The Technical Support Team is responsible for providing on line and distance phone support, through a technical diagnosis of desktops, laptops, peripherals (Tablets, printers, projectors .
etc..) and customized software assistance that supports Dell products and others according to the situations. They answer questions relating to the installation, the proper functioning, configuration, customization of specific products according to procedures and clearly defined rules (e.
g. the type of guarantee, the warranty expiration, the type of customer contract ... etc.) and apply a logical technical diagnosis to identify customer issues, investigate the possible causes effectively to provide appropriate solutions. Daily tasks include :
Providing first-level support
Using troubleshooting techniques and tools to identify technical defects / issues
Assigning incidents in line with documented guidelines and procedures
Actively supporting the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Clearly and concisely logging and tracking details of solutions provided to resolve customer issue while maintaining and updating customer database
Fluent communication skills in French
Typically requires a minimum of 1 year of Technical Support experience; or equivalent experience with a related degree
Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
Good organizational and interpersonal skills
Excellent telephone and customer handling skills