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Dell Technical Support Engineer - Senior Analyst in Philippines

Technical Support Engineer - Quality Lead

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 - Quality Lead 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:

  • Investigate and resolve escalated customer technical issues, escalating to respective functional areas e.g. REC / IPS / SPQ / Product Engineering.

  • Provide long term prevention action plans against new arising field issues.

  • Feedback management on unique and recurring customer problems.

  • Hold responsibility in review and approve dispatches, ensuring dispatches screen through and meeting quality criteria.

  • Drive operations metrics with BPI methodology.

  • Tracks, maintains, and produces regular and ad hoc reports on team and agent level performance e.g. RDR, Diagnosis Compliance, Call Audit, Operational Compliances etc.

  • Provide coaching, motivates and guides team members. Preparing operational performance reports and other AD HOC tasks.

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

  • Diploma / Bachelor's Degree with 3 to 5 years of experience in a previous technical support role

  • First-rate interpersonal skills, phone etiquette and work ethic , ability to work under pressure with calmness and composure with strong problem-solving and trouble-shooting skills using operational and diagnostic procedures

  • Those with professional certification from Microsoft / Red Hat / Novell will have an added advantage

  • High proficiency in spoken and written English, Tagalog Language is a MUST

  • Able to work in 24x7 rotational shiftwork environment with high speed and stable internet at home