Dell Client Tech Supt Specialist in Oklahoma City, Oklahoma

The Resolution Expert Center (REC) Client Advanced Technical Solutions team handles escalations from our internal customers (i.e. CQM's, AE's, Sales, Executive Services, etc.) that have not been resolved by normal technical support channels. These issues can be high visibility, technically complex, and/or account threatening. The REC Technical Analyst will assume full case ownership and act as a liaison for the customer with the appropriate resolver groups to drive the issue to resolution. Our goal is to provide full customer satisfaction and reduce the overall cost of dissatisfaction to Dell.

RESPONSIBILITIES: · Actively listen to customer needs, and strive to resolve technical issues quickly, without sacrificing accuracy. · Ensure a positive Customer Experience by doing things right the first time, to reduce repeat contacts and repeat dispatches. · Confirm hardware failure before dispatching through complete and accurate troubleshooting, utilizing available tools - internal & external knowledge bases. · Act as a liaison to IPS and engage all parties/resources necessary to reach a resolution appropriate for the customer. · Proactively manage the control metrics assigned by REC including Service Level, Cases Closed, Idle Incidents, Average Time to Close, Re-escalation Rate, Logging, Quality Audits, and CSAT trends. · Manage your time effectively to allow for capture work, training, customer calls and new case assignments to facilitate prompt resolution. · Demonstrate effective and positive verbal/written communication skills with co-workers and customers by clearly and concisely expressing ideas. · Contains escalation and does not allow issues to escalate further. · Exhibit flexibility, adaptability to change, and willingness to accept feedback. · Maintain a positive attitude throughout all adversity. · Work effectively as a team player by supporting others, participate in Business Process Improvements (BPI)/other business driven improvement projects, be professional, respectful, tolerant in all relationships with peers, internal customers, and external customers

· Strong background in Dell processes, procedures and tools · Exceptional technical skills (Client platforms, networking, wireless, etc.) · Superior communication skills (written \ verbal) · Self-motivated, self-starter able to deal with lots of ambiguity, change, and minimal direction self-starter · Proven track record of exhibiting a positive attitude during times of internal changes and restructuring · Out of box thinker · Excellent organizational skills · Ability to work under pressure or deadlines with a heavy, complex case load · Quick learner with willingness to adapt/learn · Dependability (schedule adherence, being on time, minimal outages) · Team player with a positive attitude · Uncompromising Customer Experience focus · 4-6 years of relevant experience or equivalent combination of education and work experience

Job: *Product Services

Organization: *Global Services

Title: Client Tech Supt Specialist

Location: OK-Oklahoma City

Requisition ID: 17000LA7