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Dell Technical Support Engineer in George Town, Malaysia

Technical Support Engineer

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 Technical Support Engineer on our Product Services team in Bayan Lepas, Penang to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

Remain knowledgeable of Dell's CSG Products & procedural guidelines

Drive the usage of Digital Resolution Tools & Encourage L1s to use it

Analyze the dispatch repeats and identify the training/ action plan

Suggest training and if require deliver the training work with the QL/Supervisor assist them with coach pointers and Material

Drive Performance (All Cost & Resolution Metrics ) to Best of Breed

Applies knowledge and understanding of policies and procedures to determine a course of action based on guidelines

Identify and provide input on unique or recurring customer problems

Generate/analyze reporting specific to L1 reps to perform (Technical performance metrics only)

Recommend, Implement & Drive Customer Friendly & People friendly policy changes

Take up the site level initiatives on Warrant cost and drive it to success

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

Strong Technical Knowledge on Dell CSG products

Able to make effective decisions quickly, sometimes with limited information.

Ability to build strong and trusting relationship with business partners.

5- 6 years of relevant experience.

Should be willing to work in shifts in a 24 x7 work environment

Desirable Requirements

Knowledge of Tech support Policy and Procedure

Experience in managing multiple Country & Product line Support

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: 30 July 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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