Posted by 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.
Analyst, Command Center – Egypt
Job Description:
Monitor and coordinate the daily activities of the workflow. Collaborate daily with other stakeholders across functional areas, partners, and customers, to meet the objectives of the support center.
Uses defined protocols and independent judgment to properly escalate more complex issues to the appropriate resource or department manager to resolve customer issues in the most expedient manner possible.
Monitor Remote Proactive Mailbox daily and ensure taking all the appropriate actions needed with the requests we are getting.
Handling the exceptional request portal, and doing our best to accommodate the best availability.
Assist with open case management, field, and customer escalations, and SLO attainment.
Assist with scheduling urgent or escalated activities for our customers, and taking all the needed actions.
Qualification:
Minimum Years of experience: 0-2 years
Fluency in English is essential
Excellent Communication & Customer Service Skills
Sense of Urgency & Customer handling skills
Multi-tasking Ability to weigh competing priorities; reprioritize workload and make real-time decisions
Details Oriented
Problem-solving – Ability to be resourceful and “figure things out”
Desirable Requirements
• Bachelor’s degree
• Additional language is a plus