Computer Operator 3

Computer Operator 3

Computer Operator 3



Clearance Required Yes-Required to Start
US Citizenship Required Yes
Schedule Full Time
Date Posted 1/17/2012
Location OK-OKLAHOMA CITY

Job Description
This position includes direct support and coaching to technicians who are responsible for providing telephone/email, and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software - industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures. 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.

Responsible for the performance measures related to Customer Satisfaction, ensuring team is meeting or exceeding contractual and service level obligations to customers, helping to improve technicians technical ability and drive call center measures for team. Providing answers to common questions and problems from the technicians who are taking calls/e-mails.


Principle Duties and Responsibilities
- 1X1 coaching to improve case handling and management skills
- Conduct Quality Audits on phone/e-mail technicians
- Escalation support, internal and external
- Analyzing metrics and performance data to determine needs for improvement and direction of coaching with Management
- Identifying needs for vitality training among the group
- Assisting in building and delivering vitality training programs as appropriate.
- Provide ongoing feedback on coaching and training
- Works closely with manager to communicate any employee issues and have the manager deal with them directly
- Responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators
- Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision.
- Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner
- Responsible for partnering with technician to obtain resolutions to complex technical issues. Helps others deliver results
- Participates with managers to determine focus areas for technical improvements.
- Coaches agents to their metric results through mentoring sessions
- Handles routine projects
- Dependable attendance is a requirement of the job
- Ability to multi-task keeping deliverables on target
- Utilizes best practice processes around work assignments, project management, and quality of output while maximizing overall team performance.
- Leads team in the achievement of project milestones and department objectives.
- Acts in a team lead capacity overseeing the day-to-day activities of a group of team members.
- Significant portion of time still spent on performing work of the team.
- Regularly reviews the work of other team members.
- Adapts team priorities to respond to customer and business partner needs

Qualifications
High school diploma or equivalent required. Associates degree, technical college or some college course work preferred.
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.
Works effectively and efficiently under time constraints and high stress/pressure environments.
Requires advanced industry/ internal certifications applicable to role. (ITIL V3, Sec+)
Ability to obtain DOD Secret Clearance
Ability to work a flexible work schedule that could include overnights

Required Skills
Desired Skills
Education
High School diploma or GED equivalent, 4-6 yrs. experience without degree; 0-2 yrs. experience with Undergraduate degree
Experience
N/A
Requirements
Hazards
About Dell Inc.
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