Dell Lead Spec, Ent Tech Support - Especialista Líder de Suporte Técnico Empresarial - Eldorado do Sul/RS in Eldorado do Sul, Brazil
For more than 25 years, Dell has provided technology solutions to customers that improves their productivity, enhances their lives and meets their distinct needs. Located in Eldorado do Sul/ RS, Dell has framed its business around the customers it serves, from the worlds largest and most demanding businesses and public sector organizations, to small and medium businesses, to consumers worldwide. At Dell, we promote an environment that thrives on innovation. To deliver effective solutions that meet customer challenges, Dell focuses on pivotal standards that drive future technology innovation.
Roles and Responsibilities:
Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
Owns customer issues from beginning to resolution (handles in place).
Assists customers by diagnosing problems and providing resolutions for technical and service issues.
Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Recreates, identifies and provides input on unique or recurring customer problems.
Remains knowledgeable of Dells product line, current industry products and technologies.
Focuses on delivering a positive customer experience according to Dell standards.
Monitors and tracks issues to ensure accurate resolution.
Actively involved in revenue generation activities with current Dell customers.
Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).
Engages design engineering team as needed.
Dell Brazil believes in diversity. People with disabilities are very welcome.
High level industry certifications are desired (MCSE, VCAP, CCIE, CCNP, RHCE, etc);
Intermediate/Advanced English level;
High school (in related areas) completed/on going is highly desired;
Understands and applies principles, concepts, theories, technologies and standards of professional field;
Develops and applies specialized knowledge within own discipline;
Deepens knowledge through exposure to new assignments and continuous learning;
Knowledge of related industry considerations;
Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job;
Builds deeper understanding of processes, procedures, customers and organization;
Assists program or process development and implementation;
Coordinates activities and processes.