Senior Customer Support Technician

Company: Dell
Location: Georgetown
Posted on: January 15, 2022

Job Description:

Senior Customer Support TechnicianRound Rock, TexasRemote, TexasAt Dell Technologies, world-class service doesnt end when a customer purchases our innovative products. Our Technical Support team is there for our customers whenever they need help by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If theres an issue with a customers product, well analyze it, identify the cause, recommend a solution and document the problem.Join us as a Senior Customer Support Technician on our Technical Services team in Round Rock, TX or Remote, TX, to do the best work of your career and make a profound social impact.What will yournext job look like? This opportunity will provide hands-on, technical and customer-facing training designed just for you, the eager self-starter. You will have the perfect balance of being part of an established company, using your entrepreneurial spirit to make it your own.Do you have strong technical aptitude combined with empatheticinterpersonal skills? Imagine what formal on the jobtraining, and the full weight of Dell behind you, will do for your career. If you have an entrepreneurial spirit and a customer-first mentality, we can teach you the rest. Join our team!Key Responsibilities:As part of our Technical Services Support Team, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.In this role, you will have the opportunity to: Provide first rate Technical Support on Dell supplied products and/or peripheralsActively support the customer in all aspects to problem resolution, keeping the customer informed and updated throughout the life of the incidentClearly and concisely log and track details of solutions provided to resolve customer issues while maintaining and updating the customer databaseUse troubleshooting techniques and tools learned in training to identify technical defects and issuesMentor and coach other team membersEssential requirements include: High School Diploma or GED and equivalent experience solving problems in a customer relations environmentFirst-rate customer focus, phone etiquette and work ethicExcellent communication skills with the ability to handle stressful situations and communicate professionally with (occasional) not so happy customersStrong problem-solving and trouble-shooting skills using operational and diagnostic proceduresAbility to work different days: Monday - Friday, Tuesday - Saturday or Sunday - Thursdayas well as different hours based on an 8-hour shift, 40 hours per week Its a plus if you have the following:Any relevant industry certifications, for example, CompTIA A+, Network + or CCNA (Cisco Certified Network Associate)Knowledge of computer hardware or softwareDell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and playproviding customers with the industrys broadest and most innovative technology and services portfolio. We value our customers and focus on winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here.Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here.

Keywords: Dell, Georgetown , Senior Customer Support Technician, Professions , Georgetown, Texas