Senior Technician, Technical Support

Senior Technician, Technical Support At Dell Technologies, our service doesn't end when a customer purchases our innovative products. Our Technical Support team is there for those who need help, whether by phone, email, online or on social media. No matter how complex the challenge, our professionals work together to achieve our goals. They answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. In critical situations, they use our systems to provide technical support through remote diagnosis. If a customer's product has a problem, they evaluate it, identify the cause, recommend a solution and document the problem. Join our team to do the best work of your career and achieve a profound social impact as a Senior Technician in our Technical Support team in Oklahoma City, Oklahoma. What you will achieve: As a Senior Technician in Technical Support, you’ll work in collaboration with a team of team members, trained consultants... and highly skilled technical advisors to develop and deliver solutions that allow global clients to maximize the return on their IT investment, managing efficiency and reducing costs. You will: Resolve complex problems for Customers and exceed desired expectations while working closely with other multi-functional teams Determine priority levels while negotiating and setting expectations with Customers as well as focus on providing a positive Customer Experience, in accordance with Dell standards, and assign Customers to appropriate support departments as needed Collaborate closely with Customers, while guiding and educating them within process guidelines and proactively inform them of the progress and answer their questions to ensure complete resolution of their technical or service questions Drive operational excellence through quality closures and proper escalation of issues Document relevant information and ensure that the customer is communicated within a timely manner and treated with the highest degree of respect 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: Minimum 2+ years of Technical Support experience Excellent Communication skills and fluency/proficiency in English; high work ethic and availability to work Hybrid in rotating schedules including weekends and holidays First-rate Customer service approach, with excellence in writing and phone etiquette; work will primarily be voice/phone support with some digital assignments/contacts Ability to work under pressure with calmness and composure with strong problem-solving and trouble-shooting skills using operational and diagnostic procedures; Knowledge of Office 365, standard Microsoft Windows Applications and Operating systems and good skills in software issue resolution Experience in resolving technical hardware and software problems, using operational and diagnostic procedures (e.g., Service Now, Dell SupportAssist, etc.); Ability to follow customer/account specific policies, Knowledge Base documents and processes to support password resets, 3rd party hardware (Printers, etc.), customer specific apps/software Desirable Requirements: CompTIA (A+) / Microsoft certification or similar PowerBI and/or network experience Compensation Dell is committed to fair and equitable compensation practices. The salary range for this position is $45,050 – $58,300. Benefits and Perks of working at Dell Technologies Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com. 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. 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 helps organizations and individuals build their digital future and transform how they work, live and play. The company provides customers with the industry’s broadest and most innovative technology and services portfolio for the data era Apply Job!