Dell Command Center Analyst in Round Rock, Texas
Job Description Summary
Candidate must be able to speak Portuguese.
Responsible for providing service delivery process management from initial customer contact to service complete. Primary focus entails monitoring of service events to ensure agreed-upon customer SLAs will be met. Utilizes a variety of tools to identify exceptions and works cross functionally with internal and external partners to drive the services solution. Provides ongoing communications to customers, partners, and internal stakeholders pertaining to the service event. May also provide support for customer escalations and /or event management.
Consults with customers on appropriate preparation steps required for Proactive Event scheduling and negotiate event schedule dates as applicable
Manages and approves call allocations to ensure activity and expense targets are achieved
Responsible for first line of support for corrective maintenance and Account Management service engineers
Monitors and balances the workload of all assigned corrective maintenance engineers
Negotiate with Field management to resolve resource/staffing constraints
Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties