Technical Support Senior Technician - French Speaker
Casablanca, Morocco
il y a 3j

Key Responsibilities

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
  • Essential Requirements

  • 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
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