Technical Support

Short Description

Dell is hiring a Technical Support who has the Ability to develop and lead a team to deliver key business results.

Job Description

Dell's world-class customer service doesn't end when a client purchases our innovative products. Our Client Tech Support team is there for them whenever they need help - by phone or email, online and on social media. We answer questions about the installation, operation, configuration, customization and use of Dell products. For critical matters, we use our systems to provide remote diagnostic technical support. If there's an issue with a customer's product, we'll analyze it, identify the cause, recommend a solution and document the problem.   

We are looking for a Supervisor to join our team in Technical Support and play a key role in the evolution of Dell.

Our Employee Value Proposition:
Our Culture Code unites us and makes us a great family of companies and a great place to work. It's how we run the business, go to market, work together and provide inspirational leadership. Our culture code is defined by our values and are made real every day by defining expectations for how we work and how we lead.

Role Overview:
Oversees the support of customers encountering problems using the company's products. Supervises representatives that are answering Customer Technical or Customer Care inquiries, primarily over the telephone, e-mail, chat, or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded, or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity, and/or customer satisfaction data. Works with various departments to meet maintenance services sales goals. Works with the team /customers and/or distributors to receive accurate account of equipment failures and provides reports to leadership. Focus of work may be in pre-sale or post-sales or both.

Principal Responsibilities:
  • First-level supervisor of non- exempt technical support, care and upsell (sales) team.
  • Leads technical support/customer care / up to sell (sales) team that provides order fulfillment, post- sales customer support and solutions for hardware, systems, applications software utilizing telephone and remote diagnostic capabilities.
  • Monitors and assists leadership in the implementation of key initiatives that improve business processes and customer service delivery.
  • Supervises the coordination of activities of a section with responsibility for results in terms of costs, methods, and team members.
  • Resolves customer escalations where appropriate.

Skills:
  • Intermediate Leadership and team building skills
  • Intermediate project management skills
  • General knowledge of product lines, technical knowledge
  • Significant customer service skills
  • Ability to develop and lead a team to deliver key business results

Education & Experience:
Typically 8+ years of relevant experience or equivalent combination of education and work experience
Previous managerial/leadership experience not required

Technical Support
Mid-Senior-level Technology | Information | Information Technology Full-time Other | Information Technology | Engineering Software Engineer | Senior Software Engineer
Dell is an American multinational computer technology company based in Round Rock, Texas, United States, that develops, sells, repairs, and supports computers and related products and services. Named after its founder, Michael Dell, the company is one of the largest technological corporations in the world, employing more than 103,300 people in the U.S. and around the world.