Dell Sr Spec, Client Tech Support in Xiamen, China

Responsible for providing 2nd level remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Applies diagnostic techniques to identify problems, deep level technical analysis causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Work as technical level 2 engineer to pick up front line technical support technical escalation case and help them to fix the trouble issue for customer.

  1. Escalations lead for complex issues & takes ownership of complex issues based on key triggers.?

  2. Acts as customer and vendor interface, escalation point to IPS / PG / Vendors on product quality issues.

  3. Works collaboratively with functional teams, account teams, alliance partners to support Dell customer issues.

  4. Leads overall technical implementation for large and complex customer break/fix issues.

  5. Provide containment plan for new arising field issue and close loop back to QA/SPQ for long term prevention.

  6. Analyze daily data to identify emerging support, product, or compatibility problems and close loop to the respective functional areas.

  7. Remain knowledgeable of Dell's product line desktops, laptops, portables, peripherals (e.g., printers, projectors, etc.) and software, current industry products and technologies.

  8. Provide assistance to peers and management in daily task and special project by attending Regional & Global conference calls whenever is needed.

  9. Drive on dispatch improvement with BPI methodology.

  10. Travels to customer sites as required for high visibility break fix issues.

  11. Authors knowledgebase articles.

Responsible for providing 2nd level remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Applies diagnostic techniques to identify problems, deep level technical analysis causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Work as technical level 2 engineer to pick up front line technical support technical escalation case and help them to fix the trouble issue for customer.

  1. Escalations lead for complex issues & takes ownership of complex issues based on key triggers.?

  2. Acts as customer and vendor interface, escalation point to IPS / PG / Vendors on product quality issues.

  3. Works collaboratively with functional teams, account teams, alliance partners to support Dell customer issues.

  4. Leads overall technical implementation for large and complex customer break/fix issues.

  5. Provide containment plan for new arising field issue and close loop back to QA/SPQ for long term prevention.

  6. Analyze daily data to identify emerging support, product, or compatibility problems and close loop to the respective functional areas.

  7. Remain knowledgeable of Dell's product line desktops, laptops, portables, peripherals (e.g., printers, projectors, etc.) and software, current industry products and technologies.

  8. Provide assistance to peers and management in daily task and special project by attending Regional & Global conference calls whenever is needed.

  9. Drive on dispatch improvement with BPI methodology.

  10. Travels to customer sites as required for high visibility break fix issues.

  11. Authors knowledgebase articles.

Job: *Client Tech Support

Organization: *Global Services

Title: Sr Spec, Client Tech Support

Location: AP-CN-Fujian-Xiamen

Requisition ID: 17000NHF