Dell Remote Customer Support Services, level 1 in Paris, France

Remote Customer Support Services , level 1, French speaker

part of the EMEA Global Languages Support team

Overview

Provides technical support expertise in a complex information infrastructure environment with the need to integrate DELL-EMC products and systems with other DELL-EMC and non-Dell-EMC systems operated by customers. Applies expertise using standard operating and diagnostic procedures to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues.

Primary Responsibilities:

-Interfaces directly with customers. May need to engage or escalate to more senior resources to resolve more complex issues. After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.

-Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments. As appropriate, determines which tool(s) to use to resolve issues including running tests.

-Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

-Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution. Participate in eService content creation (self-service) such as Chat, and Support forums. Validates technical information and issues early warning and disseminates information as needed

Expected Behaviors/Competencies:

Exhibits confident behavior

Ability to work independently and in a high-pressure environment

Good customer handling skills in English and French

Collaborate with peers/mentors/coach/SME on complex issues

Can assist in problem recreation and analysis of customer issues

Knowledge of job associated database/software/documentation

Working in Remote Teams

Technical Skillset:

DELL-EMC Proven Professional Certification (Associate)

General knowledge of IT environment

Knowledge in Storages products

Monitoring and troubleshooting bug tracking system and Problem-Solving Methodology

Vmware Install Configure & Manage

Utilization of CRM as Sales Forces

Experience Level:

3-5 years relevant experience