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Job Family Summary
Provide support to customer/users where the product is highly technical or sophisticated in nature. Responds to situations where first-line product support has failed to isolate or fix problems for customer. Represents the company to the customer ensuring the customer is satisfied. Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.
Consults and advises on more complex technical questions related to entire enterprise ecosystem
Acts as central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision
Provides guidance, leadership, technical consultation and training to less experienced team members
Participates in the creation and maintenance of knowledge database content
Understands the customer's technical environment through regular communication and business reviews; develops support plans that recognize the customer's priorities, challenges, initiatives and potential areas for improvement
Works closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practices
In addition to their technical expertise, maintains direct linkage into other key internal organizations necessary for fast problem escalation and expedited resolution status
VMware experience a major plus
Storage VNX storage
SAN & NAS experience
Networking knowledge experience
Replication / Connectivity
Service center environment experience
Significant telephone etiquette skills
Possesses strong knowledge of computer and software applications
Experienced in resolving issues effecting customer satisfaction
Works effectively and efficiently under time constraints and high stress/pressure environments
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 Family: Product Services
Job ID: R18400
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