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Specialist, Customer Services - Triage

Company: Dell
Location: Round Rock
Posted on: May 27, 2019

Job Description:

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can t wait for you to discover this for yourself as a Specialist, Customer Services - Triage on our Enterprise team in Round Rock..Join Dell and you ll work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that you ll always be challenged in your work and supported in reaching your most ambitious goals.Key Responsibilities:

  • Triage incoming customer calls for technical issues, provide diagnostic technical support for tier 1 issues
  • Respond to customer technical problems/issues related to hardware, software and networking
  • Assist the customer by diagnosing problems and providing resolutions for technical and service issues
  • Escalate more complex customer technical issues to senior level support.
  • Work with the customer to collect appropriate information to positively impact time to resolution
  • Document problems in the support solution database for diagnostics and solution implementation
  • Verify warranty entitlement and determine appropriate action plan
  • Develop an understanding of company products, service offerings, and departmental structure to help connect customers with the appropriate resourcesEssential Qualifications:
    • Proficient typing skills (30+ words per minute)
    • Basic knowledge of company's product line, current industry products and technologies
    • Competent writing skills
    • Excellent Customer Service skills
    • Excellent Communication skills
    • Ability to Multi-task
    • A+ or Server+ Certification preferred
    • Call center experienceBenefits We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.Apply Now!Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Learn more about Diversity and Inclusion at Dell . Associated topics: associate, clerk, coordinator, customer care, customer care representative, customer care specialist, representative, service specialist, system support, telephone

Keywords: Dell, Austin , Specialist, Customer Services - Triage, Hospitality & Tourism , Round Rock, Texas

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