Technical Support Agent
What will your next job look like? Will it provide hands-on, technical and customer-facing training designed just for youthe eager self-starter? Will you have the perfect balance of being part of an established company, with a start-up, entrepreneurism like no other in the industry? Have strong technical aptitude? Imagine what a 6-week training class, and the full weight of Dell behind you, will do for your career. If you have an entrepreneurial spirit and a customer-first mentality, we can teach you the rest. If this is the job you dreamedthen a Technical Support Agent role at Dell might be perfect for you. Dell is a 100,000 member-strong, global company, with sights set on changing the world. As a Technical Support Agent, you will be resident problem-solver, providing front-line support for Dells ProSupport group. In this role, you will have the opportunity to use your expertise to identify issues, investigate root causes, and recommend solutions. You will have the opportunity to partner with our highly skilled technical advisors, who provide solutions to our customers most complex issues. You can be a hero by being the first person to resolve our customers IT issues, but you will have the backing of our technical support team as the complexity of issues increases. This is the reason our Technical Support Agents go on to do such great things in their career. They are receiving world-class training, on the job.
Collaborate with peers, team leads, and engineers, and third party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
Follow up with customers to ensure accurate resolution for their technical issues
Document problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool
Provide an extraordinary customer service experience
Day to Day Activities
Solves problems for customers with challenging expectations.
Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group).
Excels at tolerance for processes and people.
Excels at recognizing internal and external customers needs and expectations.
1-2 two years experience in a technical support or customer service role
Comp TIA certification a plus
High School Diploma or equivalent
Exceptional written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization
Able to quickly learn systems, processes, and procedures, grasp technical concepts, and adapt easily to change
Must have a passion for learning and demonstrable intellectual curiosity
Able to manage competing demands, multiple priorities, while remaining adaptable and flexible
What 3-5 things cant you live without?
o Strong communications skills(Written and Verbal)
o Up-to-date knowledge of IT(hardware and software)
o Strong organizational skills(multi task and can work under pressure)
o Flexibility to change directions and is self-driven o Logical thought process
Experis is an Equal Opportunity Employer (EOE/AA)