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Dell



Enterprise Technical Support Analyst High complexity Emerging Market - Arabian countries

Montpellier Area, France, FR - Computer Hardware, Computer Software, Information Technology and Services

Principle Duties and Responsibilities:

• Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customer’s satisfaction.


• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat or phone.


• Handle and take ownership of customer issues from beginning to resolution.


• Assist customers by diagnosing problems and providing resolutions for technical and service issues.


• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.


• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.


• Identifies and provides input on unique or recurring customer problems.


• Remains knowledgeable of Dell’s product line, processes, policies, current industry products and technologies.


• Focuses on delivering a positive customer experience according to Dell standards.


• Monitors and tracks issues to ensure accurate resolution.


• Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).


• Escalates more complex customer technical issues to senior level support.

Qualifications Overall Qualifications:

• Fluent Arabic + Fluent English is mandatory


• Excellent Communication skills needed to interface effectively with customers over the phone and effectively communicate information to other technicians.


• 2+ years minimum experience in a business or customer support work environment.


• Excellent organizational and interpersonal skills.


• Ability to handle critical / sensitive situations professionally with users that have a wide range of technical knowledge


• Ability to work in a multicultural and complex environment.


• Requires advanced technical aptitude and troubleshooting skills.


• Ability to be autonomously productive.

Technical Qualifications:

• Blade, Powervault (MD&TBU) hardware knowledge


• RAID, iScsi, Fiber Channel, Clustering troubleshooting skills


• Virtualization Operating System knowledge skills: Vmware, HyperV…


• I ndustry level certification: Microsoft, Vmware, Cisco, Comptia…may be a plus


• Associates level degree and/or 2 years equivalent experience is preferred.

No salary provided



Posted February 05, 2015 at 05:27AM from LinkedIn http://ift.tt/1wPhBc5

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