Dell Enterprise Tech Supp Analyst - Russian customers (f/m) in ST, Germany
Enterprise Technical Support Analyst Russian Customers
Halle (Saale), Saxony Anhalt
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.
Responsible for providing phone- based technical support for Dell Enterprise Support Customers. The Technical Support Analyst is the first point of contact for Russian Enterprise Support Customers with advanced hardware, operating system and application issues.
- Provides first-level technical support on Dell supplied server and storage products
- Identifies and resolves issues affecting customer server systems
- Uses troubleshooting techniques and tools to identify technical defects/issues
- Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions
- Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
- Engaging necessary support staff to resolve escalations in as short a timeframe as possible
- Attends required technical training sessions and makes effective use of assigned lab time
- Thorough working knowledge of Server and Storage architecture/technology
- Thorough knowledge of Service Procedures
- Ability to analyse and solve technical problems related to server/storage products by investigating potential solutions using troubleshooting skills
- Excellent interpersonal skills
- Outstanding customer handling skills
- Excellent Russian and English or German language skills
- In-depth knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
- Thorough working knowledge of Dell supplied applications
- Excellent telephone skills
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 fulfils 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: *Product Services - Enterprise Technical Support
Title: Enterprise Tech Supp Analyst - Russian customers (f/m)
Location: Europe, Middle East, Africa-DE-ST-Halle
Requisition ID: 16000ZM1