Narongsak B. Email & Phone Number

ประเทศไทย

Provide technical assistance for incoming queries and issues related to computer systems, software, and hardware.Respond to email messages for customers seeking help.End to End management of all Desktops, Laptops , Printers & Peripherals for existing and new devices covering installations and management.Perform any Install, Move, Add or Change of IT assets.Hardware managementManagement of all Software’s installed on the devices.L1 support of all Business applications accessed by the end-user.Troubleshooting and installation of desktop/laptop OSAutomated regular Desktop/Laptop management activities like disk clean-up, defragmentation, patch deployment, Anti-virus updates

Penang, Malaysia

- Act as an level 2 support for frontline L1 agent and lead the technical troubleshooting and diagnostic to resolve the technical issues via phone, email/chat, online and social media.- Assume the technical resolution ownership from L1 agent when issue is escalated.- Maintain accurate call logging and tracking info in Dell CRM system.- Assists customers by diagnosing problems and providing resolutions for technical related issues.- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.- 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 Dells product line, current industry products and technologies.- Focuses on delivering a positive customer experience according to Dell standards.- Monitors and tracks issues to ensure accurate resolution.- Reviews and distributes pertinent cross-functional information.- Escalates more complex customer technical issues to product support group.- Prepare technical root cause analysis report when required- Provide technical coaching and mentoring for frontline L1 agent to improve the quality and accuracy of troubleshooting as well as driving down the dispatch cost.

Bayan Lepas, Pulau Pinang, Malaysia

level 2 support for frontline Level1 agent and lead the technical troubleshooting and diagnostic to resolve the technical issues via phone, email/chat, online and social media.

Bayan Lepas, Pulau Pinang, Malaysia

Troubleshoot and resolve complex customer technical problems over chat , email , and call remoteCollaborate with peers, team leads as appropriate to resolve customer issues maintaining complete ownership of issues from beginning to resolution Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications Follow up with customers via phone and email to ensure accurate resolution for their technical issues Work on highly complex customer technical issues requiring sound judgment in order to resolve problems and provide recommendationsUse for troubleshooting techniques and tools to identify products that are defective and follow guidelines for dispatches Document problems, diagnostics, interactions, next steps, and solutions implementation in the CRM tool Receive training on all new enterprise products

Diagnosis & troubleshoot via call chat and email , computer systems, Servers / storage & software systems within standard time frames. Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction. Analytical, articulate, result-oriented and provide excellent follow-up. Maintain accurate call logging and tracking into Helpdesk database. Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.

Bachelor Of Business Administration (B.B.A.), Information Technology

Higher Vocational Certificate, Information Technology

Vocational Certificate, Marketing