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Resolution Specialist
Resolution Specialist
Resolution Specialist
Date Posted:
2010-05-31
Call Center Company: Dell Customer Contact Center
Description:
Dell Customer Contact Center is looking for individuals who are qualified for the position of Resolution Specialist.
Successfuly applicants for Resolution Specialist will have a great career in Dell Customer Contact Center.
RESPONSIBILITIES:
Provides on-going, on-the-floor support and development of agents' technical knowledge with focus on improving quality and service levels
Provides second-level technical support on basic operation or maintenance of personal computers and/or peripherals using documented procedures and available tools
Provides technical and functional assistance to agents for escalated calls, resolves moderate to complex customer technical problems/issues and decides if technical issues require escalation to senior-level support while ensuring a positive customer experience
Guides L1 technical support reps in troubleshooting efforts to identify products that are defective
Serves as technical expert and remains knowledgeable on all products, offerings and processes including new and existing call center tools/applications and implementation of new systems
Performs periodic agent call audits via remote/service observe or side-by-side mode, with particular attention to technical/functional excellence
Identifies, develops and delivers vitality training to improve technical capabilities of technicians
Partners with technical support managers and process improvement leaders to evaluate metrics and identify trends, and suggest action plans to address areas for improvement
Communicates, influences, and enforces consistent processes, policies and procedures across teams within a business unit
Utilizes networks across businesses with Dell to serve as technical/functional liaison for business units
Call Center Directory advises to all job seekers to apply as walk-in applicant for Resolution Specialist job opening of Dell Philippines.
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