Dell Lead Specialist, Client Technical Support in George Town, Malaysia

Responsible for the delivery of superior levels of customer service to Dell's Client customers.

Able to meet individual and team metrics, the incumbent will be accountable for accurate and timely Technical resolution for Dell's client product and solutions range. This role would include but not be limited to handling of Internal/External customer escalations, mentoring of Level 2 (L2)/Level 1 (L1) technical staff and liaison with cross functional departments to ensure an effective resolution.

Your ability to take total ownership of complex technical escalations, and then resolving those to the satisfaction of both Dell and our Customer, will put you in good stead for this role.

The ideal candidate will have a positive outward demeanor, always striving to overcome the odds, and lift those around them, motivating them to do well in spite of adversity. Your good work ethic and proven reliability, alongside the ability to work autonomously will help you succeed as you grow your footprint within Dell.

Key Responsibilities

  • Ensures a positive customer experience by providing oversight and management for customer’s Complex technical issues.

  • Act as a focal point for Systemic/Complex escalations providing regular updates to both customers and internal stakeholders.

  • Assigned the most challenging and technically complex cases, or extremely sensitive customers

  • Assigned technical cases that have not been resolved through normal support channels

  • Provide Resolutions for highly complex technical issues

  • Technical consulting evaluate customer environments and processes

  • Work directly with Account teams, TAM’s, SDM’s, SE’s, and Engineers

  • Performs considerable testing, research, and analysis

  • Handles and resolves technical escalations directly from ELT

  • Is a direct liaison with International Product Support (IPS) and PG / Engineering

  • Drive product improvements based on lessons learned

  • Supports one or more Technical Analysts who submit systemic PG Engineering cases to them

  • May travel to customer sites as needed (SkyTech)

  • Detailed on-site reports to identify customer needs for Dell services

  • Develop advanced technical training

  • Create content as needed to help increase call deflection

Essential Skill set:

  • Excellent command of English and ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner.

  • Excellent soft skills and presentation skills are required, as this position will closely interact with the sales team, customers, and management.

  • Excellent customer management skills in managing expectations and ensuring a high degree of customer experience.

  • Ability to think laterally, possess strong problem solving, planning and prioritization skills.

  • Strong technical knowledge and understanding of Desktop and Laptop hardware technology.

  • Strong technical knowledge of current and previous Microsoft Operating systems and Office suites.

  • Previous technical support experience in a hardware repair/ troubleshooting role.

  • Be adaptable, accountable and flexible in a fast paced, dynamic work environment.

  • Ability to deal with ambiguity and multitasking simultaneous escalations.

  • Be an advocate of a strong, cohesive team environment.

  • Degree/diploma on IT related course

  • At least 5 years of related working experience

  • Advanced Desktop hardware knowledge; A+ certification desired.

  • Microsoft, Linux or Unix certification preferable

  • Strong networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing);

  • Strong knowledge of at least 2 of the following: Windows OS, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, ASP, or XML.