At Dell Technologies, world-class service doesn’t 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 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 Technical Support Manager on our Product Services team in Remote-India(Karnataka) to do the best work of your career and make a profound social impact.
What you’ll achieve
As a Technical Support Manager, you will lead and manage a team of technical experts to provide quality support to external customers, maximizing operational results in terms of performance standards and metrics to provide the best experience for our clients.
You will:
The Technical Support Manager 2 is responsible for the management of a team of professionally trained technical experts to deliver technical support services to external customers, including Dell Corporate accounts and end-user Customers.
Requires complete fundamental knowledge and awareness of goals and objectives (aka knowledge of KPIs E.g., DSAT/CSAT/RDR/Backlog will be an added advantage & knowledge of ISG Technology Products will be an added advantage)
This position is accountable for delivering a high level of customer satisfaction, service and technical expertise to assist customers in the operation of their Dell ISG Enterprise products. Effective engagement of customer escalations and problem resolutions to ensure the timely address
Management of the team will include (but not limited) to hiring, overseeing training requirements, rostering, leave planning, and performance management whilst building a passionate service-based culture with strong team values and a commitment to excel.
You could also manage the Email Triage team (PES), where they are Responsible for routing automatic alerts generated by servers/ storage/ switches and various software applications to Technical Teams appropriately. Email Routing based on the Alerts received by Tech Direct, Support Assist channel.
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
Willing to work in 247 & Hybrid+ working model for (Self/Team) and lead by example for the team based on evolving business requirements. (aka: Ability to lead, motivate and direct a workgroup)
Proven capabilities to lead, engage and influence others (aka Cross-Functional skills)
Requires 3+ years of Managerial/Leadership/Support experience
The ability to negotiate, influence and manage third parties to achieve objectives
Capability to engage at a senior management level and contribute as a member of a senior leadership team (aka Ability to work effectively with senior management)
Desirable Requirements
Any previously done Certifications will be an added advantage.
Here’s 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. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s 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 didn’t 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 what’s 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.
Application closing date: 20 June 2022
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.
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