Senior Technical Support Technician
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 Technician on our Social Media and Communities team in [Bangalore] to do the best work of your career and make a profound social impact.
What You’ll Achieve
As a Senior Technical Support Technician, In Social Media, Responder role, you are responsible for managing conversations pertaining to Dell support in Social Media & Community (SMaC) and is the primary outreach for customers over the social platform that needs assistance from Dell.
You will:
- Engagement: Engaging in SMaC conversations to provide Dell official response as well as outreaching to help customers in need.
- Resolution: Owning resolution of unresolved issues voiced by customers in SMaC. This can include personal resolution by the Responder and/or coordinating resolution with internal Dell’s resolver groups.
- Responder is also responsible for closing the loop with customer upon resolution.
- Drive operational excellence through quality closures and efficient management of issues
- Exhibit first-class customer service
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
- Minimum of 1 year of related experience
- World-class customer service, excellent communication skills in English and work ethic
- Ability to excel under pressure
- The position primarily involves night shifts, and candidates must be flexible to work in night shits. The role may have either fixed or rotational shifts, with weekday off’s
- Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
Desirable Requirements
- Ability to excel under pressure with strong customer service ethic and ability to be empathetic and accept ownership
- Experience with job-associated databases or software
Who We Are
We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Application closing date: 30th June, 2024
Dell Technologies 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. Read the full Equal Employment Opportunity Policy here..
Job ID:R246479
Dell’s Flexible & Hybrid Work Culture
At Dell Technologies, we believe our best work is done when flexibility is offered.
We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.
Job Function: Product Services