Dell Sr. Associate, Client Technical Support in Heredia, Costa Rica

Sr. Associate, Client Technical Support (Alienware-Costa Rica)

Role Overview

Demonstrates knowledge of internal operations and develops relationships to facilitate workflow.

Applies specialized knowledge to coordinate day-to-day work.

Knowledge of related regulations and standards.

Strong understanding of current processes and procedures and may identify opportunities for improvement.

Applies experience and judgment to make decisions or resolve issues within defined options or standard protocols.


  • Responsible for providing telephone/email/ social media and remote diagnostic technical support of desktops, portables, peripherals and software custom or off the shelf software – industry or proprietary.

  • Answers questions about installation, operation, configuration, customization, and usage of assigned products.

  • Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc).

  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

  • Documents problems in the support solution database for diagnostics and solution implementation.


  • High School Diploma(completed)

  • Call center experience.

  • Working Knowledge of computer products.

  • Fluent English, verbal and written skills.

  • Strong organizational and problem solving skills.

  • 1+years of relevant experience.


  • Associates degree, technical college or some college course work preferred.

  • Strong telephone etiquette skills

  • Good knowledge of Technology products

  • Experience managing customers and customer problems