Job Description

Senior Technical Support Technician

Remote - Oklahoma

Oklahoma City, OK

Remote - Texas

Round Rock, Texas

At Dell Technologies, world-class service doesnt 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 theres an issue with a customers product, well analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Senior Technician on our Product Services team in a Remote role in Oklahoma or Texas to do the best work of your career and make a profound social impact.

What youll achieve

This opportunity will provide hands-on, technical and customer-facing training designed just for you, the eager self-starter. You will have the perfect balance of being part of an established company, using your entrepreneur spirit to make it your own.

Do you have strong technical aptitude combined with empathetic interpersonal skills? Imagine what formal on the job training, and the full weight of Dell behind you, will do for your career. If you have an entrepreneurial spirit and a customer-first mentality, we can teach you the rest. Join our team!

You will:

* Provide first rate Technical Support on Dell supplied products and/or peripherals
* Actively support the customer in all aspects to problem resolution, keeping the customer informed and updated throughout the life of the incident
* Clearly and concisely log and track details of solutions provided to resolve customer issues while maintaining and updating the customer database
* Use troubleshooting techniques and tools learned in training to identify technical defects and issues
* Assign incidents according to documented guidelines and procedures
* Mentor and coach other team members

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Heres what we are looking for with this role:

Essential Requirements

* Two years minimum experience providing first-rate customer focus and phone etiquette
* Excellent communication skills
* Ability to handle stressful situations and communicate professionally with (occasional) not so happy customers
* Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
* High School Diploma or GED and equivalent experience solving problems in a customer relations environment
* Ability to work different days: Monday - Friday, Tuesday - Saturday or Sunday - Thursday
* Ability to work different hours based on an 8-hour shift, 40 hours per week

Desirable Requirements

* Any relevant industry certifications, for example, CompTIA A+, Network + or CCNA (Cisco Certified Network Associate)
* Knowledge of computer hardware or software

Heres our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. Were proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

Whats most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didnt stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of whats next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.