Consultor de Suporte Técnico

Descrição

Responsible for providing telephone/email/chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products. Verifies warranty entitlement and determines appropriate action.  

Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.

• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
• Handles customer issues from beginning to resolution (handle in place).
• 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 Dell's product line, 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 customers.
• Reviews and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).
• Escalates more complex customer technical issues to senior level support.

Qualificações

• Significant telephone etiquette skills.
• Demonstrate initiative and good judgment in resolving complex issues effecting customer satisfaction.
• Working knowledge of computer and software applications.
• Able to deal with high degrees of ambiguity.
• Works effectively and efficiently under time constraints and high stress/pressure environments.
• Working research and analytical skills.
• Significant organization and problem solving skills.
• 4-6 years in customer service or related fields.
• Knowledge of Microsoft applications.
• Industry certification required.
• Advanced english language skills (write, read and speak).

To apply pleease go to: http://www1.la.dell.com/content/topics/global.aspx/corp/careers/jobsearch/default?c=br&l=es&s=corp#top&scr=JB11563