May 2017 – Feb 2021 · 3 yrs 9 mos · Hyderabad, Telangana, India · On-site

• Advanced Technical Support: Handle escalated technical issues and provide expert-level support to customers who have complex or critical problems with Dell products and services.
• Troubleshooting: Analyze and diagnose hardware and software issues with Dell computers, laptops, printers, servers, storage devices, and other products.
• Customer Interaction: Interact directly with customers via phone, email, or chat, guiding them through troubleshooting steps, explaining technical solutions, and providing clear instructions.
• Knowledge Sharing: Mentor and assist junior technicians in the support team, sharing technical expertise, and helping them develop their troubleshooting skills.
• Research and Innovation: Stay updated with the latest Dell products, technologies, and industry trends to effectively address emerging technical challenges.
• Root Cause Analysis: Conduct in-depth investigations to identify the root causes of recurring or complex issues and work with relevant teams to implement permanent solutions.
• Escalation Management: Collaborate with other technical teams and Dell support groups to escalate critical issues and ensure timely resolutions for customers.
• Remote Diagnostics: Use remote access tools to diagnose and resolve technical problems on customers' systems and devices.
• Service Documentation: Maintain accurate records of customer interactions, technical solutions, and troubleshooting steps in the support system.
• Continuous Improvement: Contribute to the improvement of support processes and knowledge base articles to enhance the efficiency and effectiveness of technical support.
• Product Feedback: Provide feedback to Dell's product development teams regarding product issues, improvements, and new feature suggestions based on customer experiences.
• Metrics and Reporting: Track and report on key performance indicators (KPIs) related to technical support, such as response times, resolution rates, and customer feedback.

Feb 2016 – Feb 2017 · 1 yr · Dubai, United Arab Emirates · On-site

• Help Desk Support: Respond to IT support requests via various channels, such as email, phone, or ticketing systems, and provide timely and effective solutions to technical problems.
• Troubleshooting: Diagnose and resolve hardware, software, network, and other IT-related issues faced by employees and end-users, either remotely or on-site.
• Hardware and Software Setup: Install, configure, and deploy hardware devices, including computers, laptops, printers, scanners, and fire safety-related equipment. Install and update software applications as needed.
• System Maintenance: Perform regular maintenance tasks, such as software updates, patches, and system backups, to keep IT systems and devices up-to-date and secure.
• Network Support: Assist in troubleshooting network connectivity issues, helping employees connect to the company's local network and the internet.

Jul 2015 – Jan 2016 · 6 mos · Greater Hyderabad Area

• Customer Support: Interacting with customers via phone, email, or chat to assist with troubleshooting and resolving technical issues with Dell's products, including desktops, laptops, printers, monitors, and other peripherals.
• Problem Identification: Actively listening to customers' problems and asking relevant questions to diagnose and identify the root cause of technical issues.
• Troubleshooting: Providing step-by-step guidance to customers to resolve software and hardware problems, including driver installations, software updates, system configuration, and basic network connectivity.
• Warranty Support: Assisting customers with warranty-related queries and facilitating warranty repairs or replacements when necessary.
• Knowledge Base: Utilizing Dell's internal knowledge base and resources to find solutions and technical documentation to address customers' inquiries effectively.
• Escalation Handling: If an issue is beyond the scope of the Technical Support Associate, escalating it to the appropriate support level or department for further investigation and resolution.
• Customer Satisfaction: Ensuring a high level of customer satisfaction by providing courteous, timely, and effective support.
• Record Keeping: Maintaining detailed records of customer interactions, technical issues, and resolutions in the company's customer support systems.
• Proactive Communication: Keeping customers informed about the progress of ongoing support cases and updates on technical issues or product/service changes.
• Product Knowledge: Staying up-to-date with Dell's product offerings, specifications, features, and updates to better assist customers.
• Team Collaboration: Collaborating with other team members, technical experts, and departments within Dell to resolve complex technical problems.
• Continuous Learning: Engaging in ongoing training and development to improve technical skills and stay informed about new products and technologies.