Posted by If a customer experiences a problem using a Dell Technologies product or service, the Customer Services team has the knowledge at their fingertips to answer their questions – by phone, email, chat or online. Building great relationships with customers, we make a real difference. We also establish the systems that provide solutions to questions and problems. What’s more, we report issues to design departments to make sure Dell Technologies continues to provide products that are better than ever. To keep up with constantly evolving technology, the team is fully trained whenever a product is upgraded or launched.
Specialist, Customer Services
Job Description:
Create, research and update service requests.
Route service requests to appropriate product support teams.
Interface with Global support teams and Field personnel.
Inspect and influence global process alignment for incident management.
Implement escalation procedures as required
Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer’s contract level and routes these customers to appropriate service teams
Performs other duties as required.
Every Dell Technologies team member brings something unique to the table.
Essential Requirements
English plus a second European language is a must
Communication skills
Interpersonal skills
Organizational skills
Able to adapt to change
Strong computer skills
Understanding of social media applications
Customer Service skill
Able to work under pressure
Multitasking
0-1 years of relevant experience