At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Senior Technician, Technical Support on our Technical Support team in Oklahoma City or Round Rock, TX to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Technician you will be the initial point of contact for Dell’s Enterprise customers.  Primarily an Inbound phone team, you’ll gather information about the customer, their equipment, and issues for logging within Dell’s CRM.  Most calls result in transfer to a specialty team for support.  However, many low complexity issues will be resolved within the Triage.  Our technicians replace hard drive, batteries, and power supplies. 

You will:

Use your training to determine which issues are within Triage scope and which issues sent to be sent to an Engineer queue for resolution.  

• Approximately 20% of job entails resolving low complexity issues
• Approximately 80% of job entails collecting information and transferring customers to other departments
• Verify warranty entitlement and determine appropriate action plan
• Follow policies and procedures to ensure customer satisfaction
• Frequent review of policies and procedures to ensure knowledge is current

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

**Essential Requirements **

• Pursuing Associates or Bachelors Degree in Computer Science, Information Sciences, or related field  
• Competent interpersonal skills 
• Excellent Customer Service skills 
• Excellent Communication skills 
• Ability to Multi-task

**Desirable Requirements **

• Basic knowledge of RAID and Server technology

Dell’s Flexible & Hybrid Work Culture

At Dell Technologies, we believe our best work is done when flexibility is offered.

We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.

Compensation

Dell is committed to fair and equitable compensation practices. The pay range for this position is $42,925 - $70,950 depending on location.

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

**Application closing date: **25 April 2024

Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.

Dell Technologies Inc. is a multinational technology company. We are a diverse team with unique perspectives. United in our purpose, our strategy and our culture. Driven by our ambition and the power of technology to drive human progress. Unwavering in our commitment to equality, trust and advocacy for one another.