Client Tech Support Sr Associate

Job description

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Client Technical Support Specialist

Role Overview:

Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). 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.

Responsibilities:

Resolves complex issues forwarded by other team members (e.g. executive technical escalations).

Solves problems for customers with challenging expectations (often escalated or irate).

Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group).

Participates with leaders to determine focus areas for technical improvements (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance).

Excels at tolerance for processes and people. May coach team members in achievement of metric results.

Excels at recognizing internal and external customer’s needs and expectations

Requirements:

·  Typically requires 2+ years of related experience
·  Time management skills
·  Knowledge of job associated database, software and documentation
·  Problem solving skills
·  Results driven
·  Mentoring and coaching skills
·  Strong technical aptitude; troubleshooting skills

Company Description

 

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

 

Why work with us?

 

Life at Dell means collaborating with dedicated professionals with a passion for technology.

When we see something that could be improved, we get to work inventing the solution.

Our people demonstrate our winning culture through positive and meaningful relationships.

We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

Our team members’ health and wellness is our priority as well as rewarding them for their hard work.