Dell Client Tech Support Associate in Oklahoma City, Oklahoma

Role Overview

Client Technical Support Associate -

Dell, Inc. is a worldwide provider of information technology services and business solutions to a broad range of clients. We are currently looking for a Client Technical Support Associate to join our team.

The Client Technical Support Associate is responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support knowledge database for diagnostics and solution implementation.

Role Responsibilities

  • Responds to customer technical problems/issues related to hardware, software and networking via e-mail and phone

  • Assists customers by diagnosing problems and providing resolutions for technical and service issues

  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts

  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions

  • Identifies and provides input on unique or recurring customer problems

  • Remains knowledgeable of current industry products and technologies

  • Focuses on delivering a positive customer experience according to Dell standards.

  • Monitors and tracks issues to ensure accurate resolution

  • May be involved in revenue generation activities with current Dell customer

  • Reviews and distribute pertinent cross-functional information

  • Escalates more complex customer technical issues to senior level support

  • Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations)

Requirements

  • 2 years relevant experience

  • Advanced telephone etiquette skills

  • Advanced verbal and written communication skills

  • Significant knowledge of industry products, customer service, policies and procedures

  • May require advanced industry/ internal certifications applicable to role

  • High school diploma or equivalent required

Preferences

  • Associates degree, technical college or some college course work preferred

Company Description:

With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

Why work with us?

Life at Dell means collaborating with dedicated professionals with a passion for technology. When we see something that could be improved, we get to work inventing the solution. Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

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.

Job: Client Tech Support

Organization: Global Services

Title: Client Tech Support Associate

Location: OK-Oklahoma City

Requisition ID: 17000XF9