Senior Engineer, Technical Support
About The Position
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 Senior Technical Support Engineer on our Technical Support Team in Round Rock, Texas to do the best work of your career and make a profound social impact.
Requirements
- 5 to 8 years of experience in a technical support position
- Strong customer orientation, excellent phone etiquette and work ethic
- Extensive knowledge of infrastructure, client and cloud solutions
- Excellent communication skills and ability to work with calmness and composure under stress
Nice To Haves
- Bachelor’s degree
- Additional language required
Responsibilities
- Take ownership of technically sophisticated customer-reported issues from web, phone, chat and email and work closely with the customer until complete resolution
- Document relevant information and ensure the customer is communicated with in a timely manner regarding the overall progress of their issue
- Resolve customer issues, working closely with the Engineering, SE and other multi-functional teams
- Provide qualified information to Engineering so they can improve product quality and reliability
- Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures
Benefits
- Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
