Senior Tech Support Technician

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for our customers 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 Technical Support Technician on our Technical Services team in Round Rock, Texas and Remote, Texas to do the best work of your career and make a profound social impact.

What will your next job look like?  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 entrepreneurial 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!

Key Responsibilities:

As part of our Technical Services Support Team, you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.

In this role, you will have the opportunity to:

• 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

Essential requirements include:

• Excellent communication skills including customer focus, phone etiquette and work ethic
• 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
• 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
• High School Diploma or GED and equivalent experience solving problems in a customer relations environment

It’s a plus if you have the following:

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

Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap 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 Employment Opportunity Policy here.