Concentrix Looking for Advisor II, Technical Support – Dell OptiLat Chat at Pune, Maharashtra

Concentrix; Pune City; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a dynamic team as a Technical Support Advisor where you will be the first point of contact for users seeking assistance with technical issues. In this role, you will troubleshoot a variety of customer inquiries related to hardware, software, and networking, ensuring a high level of customer satisfaction. With a focus on problem-solving and effective communication, you will play a vital role in maintaining service quality and performance metrics. This position offers an opportunity to develop your technical skills and grow within a supportive environment that values your contributions. If you're ready to make a difference in the tech support field, this is the role for you!

Qualifications

• High School Diploma and one year of relevant experience preferred.
• Achieve and maintain recognized technical certification(s).

Responsibilities

• Assist users with technical inquiries and troubleshoot issues.
• Ensure service delivery meets contractual Key Performance Indicators.

Skills

Customer Service

Technical Troubleshooting

Problem Solving

Communication Skills

Multi-tasking

Attention to Detail

Education

High School Diploma

Tools

Call Tracking Database

Job description

Job Title:
Advisor II, Technical Support – Dell OptiLat Chat

Job Description

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client’s technical products or services by answering questions and solving problems involved in their use.

Essential Functions/Core Responsibilities

1. Assist external/internal users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems
2. Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
3. Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
4. Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
5. Serve as a resource to other support personnel
6. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
7. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
8. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
9. Clarify customer requirements; probe for understanding
10. Prepare complete and accurate work including appropriately notating accounts as required
11. Participate in activities designed to improve customer satisfaction and business performance
12. Log all incoming calls and accurately complete case notes in the call tracking database

Candidate Profile

1. High School Diploma and one year of relevant experience preferred
2. Achieve and maintain recognized and applicable technical certification(s)
3. Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)
4. Advanced knowledge of client technical systems
5. Courteous with strong customer service orientation
6. Ability to effectively communicate, both written and verbally
7. Ability to learn including strong problem solving skills
8. Dependable with proficient attention to detail
9. Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
10. Ability to work as a team member, as well as independently with minimal supervision
11. Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
12. Able to rotate shifts, as needed
13. Based on location and/or program, additional experience/skills may be required

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:
India Pune, Maharashtra

Time Type:
Full time