Technical Support
o Solves moderately complex technical customer issues in ProSupport for Solutions queue
o Provides first level techincal support in the inbound contact center
o Resolves Desktop, laptop and peripheral issues
o Assumes complete ownership of customer issues until resolved involving multiple inbound and outbound communications.
o Routes customers when appropriate to proper support queues or third party vendors
o Solves problems consistently and completely with minimum supervision
o Solves problems for customers with challenging expectations (often escalated or irate)
o Excels at tolerance for processes and people
o Demonstrates initiative and good judgment in resolving issues affecting customer satisfaction
o Significant knowledge of Dell products, customer service, policies and procedures
Qualifications:
o Strong customer focus
o Ability to deal with ambiguity
o Intellectual horsepower
o Adapts easily to change
o Ability to learn on the fly
o Be able to communicate effectively through verbal and written means
o Strong telephone etiquette skills
o Strong organizational and time management skills
Preferred Experience:
o 2-3 years of related, industry or segment experience
o 2-4 years experience in customer service or related fields
o A+, MCP, C.NA, DCSE certification preferred
About Dell:
Collaboration. Individual drive. A passion for technology. That's what success sounds like at Dell. It's this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you'll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you'll get the mentoring, support and training you need to succeed on your own terms.
