Dell Senior Analyst, Enterprise Technical Services in Paris, France
Remote Customer Support Services , level 1, French speaker
part of the EMEA Global Languages Support team
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.
-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
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
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
3-5 years relevant experience