Job Description

First point of contact for customers with technical support issues and questions on Dell products, including advanced storage attached network (SAN) and network attached storage (NAS) environments. Applicant will be responsible for problem solving customer issues, answering questions, and providing solutions regarding installation, operation, configuration, customization, performance, and usage of assigned products through providing telephone, email, chat, online and on social media. For critical matters, we use our systems to provide remote diagnostic technical support. If there is an issue with a customer's product, we will analyse it, identify the cause, recommend a solution, and document the problem.

* Strong customer service skills with the ability to make decisions with little supervision. Strong verbal and written communication skills are required

* Complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards, and strategies to perfect our Support Service.

* Demonstrate case management skills for each customer case by responding to customer technical problems or issues related to hardware, software, and networking

* Take ownership, monitor, and track cases to ensure accurate resolution by diagnosing problems and providing resolutions for technical service issues.

* Be knowledgeable of Dell’s product lines, processes, policies, solutions, current industry products and technologies. Focus on delivering a positive customer experience according to Dell standards.

* Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.

* Proactively engage additional resources to help resolve higher complexity issues.

* Focus on delivering a positive customer experience according to Dell standards.

* Work closely with teammates and build a strong network to find solutions to complex problems.

Primary Skills

* Knowledge on Cisco Switch, networking, and VMware.

* First-rate interpersonal phone skills, etiquette, and work ethic.

* Ability to work under pressure with calmness and composure.

* Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures, strong attention to detail, and be able to keep organized notes.

* Minimum (1) to Seven (7) years of experience in a previous technical support role.

* Networking Troubleshooting Knowledge

* Storage Networking Knowledge