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Dell



Team Lead - Client Technical Support

Guadalajara Area, Mexico, MX - Computer Hardware, Computer Software, Information Technology and Services

Client Technical Support Specialist



Dell, Inc. is a global provider of technology solutions. We are looking for a Technical Support team member to join our team in Guadalajara Mexico. The candidate must have proven skills working on customer service.



The position is in the service desk area, which is specialized technical support to other companies and users. There is limited experienced required (at least 1 year) as a Client Tech Support Associate.



Job Responsibilities:

•  Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. Will own the issue and engages/collaborates with multiple resources.


•  Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.


•  Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.


•  May triage unresolved software issues according to department procedures and answers technical questions, resolves, or escalates problems.


•  May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.


•  May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.


•  Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.


•  4-6 years of relevant experience or equivalent combination of education and work experience.


•  Excellent telephone etiquette skills.


•  Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.


•  Advanced knowledge of Dell products, customer service, policies and procedures.


•  Works effectively and efficiently under time constraints and high stress/pressure environments.


•  May require advanced industry/ internal certifications applicable to role.

QualificationsSkills & Qualifications:

•  Customer care.


•  3-5 Years of experience in technical support.


•  Advanced knowledge of Windows, Internet Explorer and MS outlook.


•  Excellent Writing Skills.


•  Excellent communication skills in both, English and Spanish.


•  People Management skills.

No salary provided



Posted October 01, 2014 at 05:24AM from LinkedIn http://ift.tt/1uALwrr

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