Key Job Responsibilities:

Principal Accountability

• Responds to customer technical problems/issues related to hardware and networking via e-mail/chat, online, social media and phone.

• Assists customers by diagnosing problems and providing resolutions for technical service.

 • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

• Applies Diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

• Documents problems in the support solution database for diagnostics and solution implementation.

• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

• Identifies, researches and provides input on unique or recurring customer problems.

• Remains knowledgeable of Dell’s product line.

• Knowledge in how to interact with a Microsoft Windows Operative Systems and Basic Internet Tools.

 • Focuses on delivering a positive customer experience according to Dell standards.

• Monitors and tracks issues to ensure accurate resolution.

• May be involved in revenue generation activities with current Dell customers.

• Reviews and distributes pertinent cross-functional information.

• Escalates more complex customer technical issues to senior level support.

 Academic and Training Requirements

Formal Education: 

 • Junior College degree or above

Work Experience:

• Experience working with personal computers

• Prior Customer Service experience

 Soft Skills

• Initiative, Ability to Multitask and Prioritize

• Good Typing skills

• Problem Solving

• Excellent Written Communication Skills in English

• Excellent Listening Skills

• Results Oriented

• Ability to work under Pressure

• Integrity

• Customer Service Oriented

• Positive Attitude

Mandatory skills:

Call Center, Troubleshooting skills, Vietnamese (NO NEED TO SPEAK ENGLISH)

Location: Penang, Malaysia

Benefits: Medical insurance, 14days Medical leave and 12 days leave for 12 months, One way flight ticket from your place to Malaysia, Employment Visa, RM1000(it’s around VDN 5,320,000 /$244)for the initial accommodation only once on your first day at the working place.

Contract: 1 year contract. But it’s renewable up to your KPI.

Please contact with ITEC ICC admin.