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For your reference, we have included the original job posting below.
Client/SMB Technical Support Analyst L2 Team Lead
Job Number:
25983210
Company Name:
Dell
Job Location:
Oklahoma City, OK US
Job Category:
Information Technology
Client/SMB Technical Support Analyst L2 Team Lead
Title: Client/SMB Technical Support Analyst L2 Team Lead Location: OK-Oklahoma City Responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Verifies warranty entitlement. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Support sales organization through customer care activities. Increase sales efficiency and effectiveness. Assist in selling Dell's products and services (via telephone, web or e-mail) to specified customer segments.
Responsibilities:
· Responds to customer technical problems/issues related to hardware, software and networking via e-mail and phone.
· Assists 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, current industry products and technologies.
· Focuses on delivering a positive customer experience according to Dell standards.
· Monitors and tracks issues to ensure accurate resolution.
· May be involved in revenue generation activities with current Dell customers.
· Reviews and distribute pertinent cross-functional information.
· Escalates more complex customer technical issues to senior level support.
· Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations).
· Solves problems for customers with challenging expectations (often escalated or irate).
· Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group).
· Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance).
· Excels at tolerance for processes and people.
· Excels at recognizing internal and external customer's needs and expectations
· Learns the full range of Dell technology, products, and services and is able to identify how these products and services align to customer needs.
· Involved in revenue generation activities with current Dell customers.
· Explains technical, industry, and market facts to position Dell as a competitive solution.
· Cooperates and collaborates with colleagues, cross-functionally, to support the sales process. · Strong telephone etiquette skills.
· Strong organization skills.
· Advanced verbal and written communication skills.
· Significant knowledge of Dell products, customer service, policies and procedures.
· Experienced organization and problem solving skills.
· 2-4 years experience in a customer service or related fields.
· 1-2 years of work/sales experience.
· 2-3 years of related, industry or segment experience.
· A , MCP, , DCSE certification preferred.
· Will be required to get DOD Secret Clearance, if not already Cleared.
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About Dell:
Collaboration. Individual drive. A passion for technology. That's what success sounds like at Dell. It's this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you'll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you'll get the mentoring, support and training you need to succeed on your own terms.
