We apologize for the inconvenience but the job you are looking for has been filled or it has been removed by the recruiter. For your reference, the original listing is shown at the bottom of this page.
Listed below are the top 10 out of 19,862 listings that are in the same industry and location as the job you were looking for. To see more than 10 listings, click here to search similar jobs in San José
Uses manual or Computer Aided Design (CAD) tools to develop and maintain mechanical/structural engineering product definition. Assists in preparation of basic ...
WakeMed Raleigh Campus (New Bern Avenue) - Raleigh, NC US
About WakeMed WakeMed Health & Hospitals, located in Raleigh, North Carolina is an 870+ bed private, notforprofit network of medical centers, ambulatory care ...
Bachelor degree in Computer Science/Information Systems or an equivalent combination of education and work experience. 4 years of relevant experience. Strong ...
Job Title Sr Programmer Analyst Job Type Fulltime Supervisor Region/District 2230 Job Summary The Common Business and Application Infrastructure Services Developer ...
Overview: We are looking for a selfmotivated senior operations advocate that has various technology experiences. Under general direction, independently develops, ...
Overview: Under minimal direction, identifies, implements and supports new technologies while leveraging the existing infrastructure to provide 24x7 operational ...
POSITION OVERVIEW : Under direct supervision, performs all procedures necessary to ensure the safety of information systems assets for small IT systems and ...
Bring Your Full Talents to Work Every Day DBA/Nintex Workflow Analyst, Pasadena, CA no relocation Founded in 1944, Parsons, an engineering, construction, technical, ...
Sr Business Systems Analyst Are you looking to launch your Information Technology career? If so, then UPS is the place for you! Once known as a trucking company. ...
Senior Programmer Analyst Are you looking to launch your Information Technology career? If so, then UPS is the place for you! Once known as a trucking company. ...
For your reference, we have included the original job posting below.
Client/SMB Technical Support Analyst
Job Number:
26730352
Company Name:
Dell
Job Location:
San José, CR
Job Category:
Information Technology
Client/SMB Technical Support Analyst
Title: Client/SMB Technical Support Analyst Location: CRI-San José Job Description:
The Technical Support Level 2 Representatives are responsible of providing best-in-class technical support advice to the Front Line phone support representatives.
Monitoring the Team's Handle Time, checking and validating the troubleshooting steps taken, approving part replacements and/or service requests and answering technical inquiries are some of their main tasks, always aimed to provide an accurate and timely resolution.
The Level 2 is also responsible of driving metrics improvement within it’s team, identifying training needs, and developing L1 agent’s technical skills.
Roles and Responsibilities:
* Technical Knowledge:Alienware takes pride on selling cutting edge technology and innovative products. The level 2 representative must keep him/herself up to date with the latest technology in the industry.
* Tools knowledge and resource awareness:The level 2 agent must be an expert in all the different tools L1 agents use to perform their daily work. In addition, they must be fully aware of the different resources, both internal and external, that agents can use to increase their knowledge and better support our customers. Moreover, they must actively build this same awareness on the L1 agents.
* Developing Level 1 agents:The level 2 agents must identify weak areas amongst his/her team and coordinate with the team manager to deliver training and/or coaching to the agent, with the objective of improving those weak areas of technical expertise and or general knowledge.
* Policies and Procedures Knowledge:All L2 representatives must have a complete knowledge of the latest Policies and Procedures for both legacy and new platforms.
* Solving Technical Inquiries:A key part of the Level 2 role consists on answering Level 1 agents’ technical inquiries. In case one of these inquiries cannot be resolved at the moment, the level 2 agent is responsible for doing the necessary research and get back to the agent, or directly to the customer, with a solution.
* Dispatches:The level 2 agent is in charge of approving dispatches. When doing so, the level 2 agents must take into consideration: resolution, dispatch expenditure and customer satisfaction.
* Research and Callback tasks:Level 2 representatives are responsible of researching and providing technical solutions to difficult cases. Their role involves performing callbacks to help customers with complex technical issues.
* Queue Coverage:The level 2 agents may be requested to assist with the coverage of other technical queues if deemed critical.
* Data analysis and metrics improvement:The level 2 representative must play a key role in improving the team’s metrics. Data analysis, defining action plans, synchronizing with the team manager and interacting with the agents will determine the level 2 agent’s success in this task.
