Dell Advisor, Command Center in Cork, Ireland

Job Description:

Work Flow Manager (Advisor)

Cork Ireland – 12 month contract

Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within our Customer Service team, we are looking for a Workflow Manager ( Advisor) to join our remote technical assistance team in Ovens Cork , as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Key Responsibilities

  • Supervises, monitors and coordinates the daily activities of the workflow and call queues in an assigned work area.

  • Collaborates daily with other Managers on Duty across functional, partners, and customers to complete objectives.

  • Uses defined protocols and independent judgment to properly escalate more complex issues to appropriate resource or department manager in order to resolve customer issues in the most expedient manner possible.

  • Develops and directs work schedules and monitors workflow to achieve established goals and objectives. Receives assignments in the form of objectives.

Essential requirements

  • Oversees workflow and call queues; assist with open case management, field escalations and SLO attainment

  • Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.

  • Exception SRs assignment and continuous improvement of the used platform.

  • Covers all management issues that are directed to the product phone; work with management team on PREM (Solutions Support) operation duties and issues

  • Liaison with peers across product between SSC, Field, CSTs CSMs

Desirable requirements

7

  • Advanced communication skills

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Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

Critical Hiring Criteria:

Functional Area(s):

Customer Service & Support

Business:

EMC COPS

Business Unit:

200 - STORAGE CORPORATE

Location:

Ireland - Cork

AutoReqId:

185788BR