Assists customers by diagnosing problems and providing a resolution related to Dell EMC Storage Management Hardware and Software in a high pressure environment.
Assumes complete ownership of a customer issue until resolved and effectively communicates when necessary to Engineering, Field, Customer Support and Dell EMC Customers on procedural and technical issues.
Maintains a ‘closed-loop’ communication style assuring all appropriate individuals are notified of problem resolution status.
Documents problems, diagnostics, interactions, next steps, and solutions in a Salesforce CRM tool.
Maintains needed technical documentation in an organized fashion allowing immediate availability.
Includes updating service requests and knowledge base articles as required and keeps abreast of all new developments, as information becomes available.
Uses current experience and product knowledge to update and improve TSE processes and procedures. Validates technical information and issues early warnings and tech tips as needed. Initiates engineering analysis by providing researched data to open engineering investigation. (OPT)
Demonstrates the ability to work with other language and cultural differences of both internal and external Dell EMC Customers and focuses on delivering a best in-class customer experience.
Maybe required to work weekends as business indicates.
Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements
Candidate should also possess excellent communications skills and be in position to work under pressure with calmness and composure
Degree in Computer Sciences / Information Technology related discipline or equivalent 5-10 years prior work experience in a related field.
Possesses understanding and technical ability for Servers/Storage/Networking/Software.
Good knowledge and working experience on operating systems like UNIX or Windows including Virtualization, VMware, Microsoft, Red Hat, Networking.
Industry qualifications: CompTIA Server+, MCSE, VCP, CCNA.
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you want to be at the leading edge of technically challenging customer support, this is your opportunity to develop with Dell.
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