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Dell Supervisor, Technical Support in Xiamen, China

Principal Responsibilities

  • Manage team performance and deliver the results.

  • Drive performance improvement and operational excellence

  • Responsible for hiring, staffing, and people management

  • Motivate team members in tough working environment.

  • Co-work with cross-function team to ensure business run stable

  • Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue for customer satisfaction

  • Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability to cope with international and multicultural environment. Required Skills & Experience

  • Proficiency in written and spoken English (Preferred)

  • Experience in call center management preferred

  • At least 5 years of experience in a computing or computer/engineering related capacity.

  • A college degree is required.

  • Analytical, articulate, and result-oriented person who's able to perform under pressure & provide excellent follow-up.

  • Possess good reporting and documentation skills.

  • Possess fast-learning ability to learn up new systems, methods and processes.

  • Effectively cope with change, dynamic customer situation and adjust accordingly.

  • Looks for ways to improve the efficiency of self, the team or an operation.

  • Shares information with teammates to improve team effectiveness.

  • Skillfully negotiates with others to achieve desired results.

  • Displays sensitivity and tact in dealing with difficult decisions.

  • Master Microsoft OS and office applications.