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Dell Technical Support Quality Lead in Eldorado do Sul, Brazil

ISG Technical Support Quality Lead

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them 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 there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Quality Lead on our Infrastructure Solutions Group Support team in Brazil to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Quality Lead, you will work with highly skilled process / procedures / best practices advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.

You will:

  • Resolve customer-reported issues while working closely with other multi-functional teams

  • Provide feedback to partners for improving service quality and reduce cost

  • Determine priority levels while negotiating and setting expectations with stakeholders and peers

  • Document relevant information and ensure that the customer is communicated with in a timely manner and treated with the highest degree of respect

  • Drive results through others (KPI, Case Management, Case Reviews, Audits)

  • Scrub data promoting best practices and searching for room for improvements across the business

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Intermediate English

  • Advanced technical skills on Enterprise computing

  • Coaching skills (effective feedback, 1:1s conversations)

  • Presentation and Communications skills

Desirable Requirements

  • Bachelor’s degree

  • Technical Industry Certifications

  • Experience as a support staff

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Application closing date: July,10th 2021

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 Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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