Quality Lead Technical Support Server
Job Details
Skills And Tools:
Job Description
Main duties
Champion a customer-focused service delivery & drive results in all quality metrics
Coach 1st-level Technical Analysts & Drive case ownership and management
Contribute to and maintain adherence to Policies, Procedures and Standards
Assist Manager on programs, projects or process development from design phase to implementation
Engage Team Members to a high standard quality customer service
Coaching/Training
Identifies coaching and training needs, prioritizes & delivers improvements on call handling skills, troubleshooting techniques and call logging procedures
Provides ongoing feedback to technicians
Case Management
Ensures all cases and call-backs are assigned and actioned in a timely manner
Acts as point of contact for management on any operational issues & cases
Escalations
Acts as primary escalation point for 1st-level technical, quality & process escalations
Establishes and maintains lines of communication with other workgroups to discuss operation, service and technical issues
Quality Metrics
Scrubs quality metric data and provides feedback (team members & Management)
Analyses failures, identifies root causes and delivers improvement actions
Service Calls
Supports team members to achieve autonomy on service call dispatches
Drives utilisation of troubleshooting techniques & tools to confirm diagnoses
Processes & Procedures
Ensures functional group's adherence to Dell Policies and Procedures
Maintains an in-depth knowledge and understanding of policies
Provides support and feedback to technicians on policy & process changes
Job Requirements
Desirable requirements
- Strong expertise on technical support job & Expert in client relationship
- Strong capacity to communicate effectively (presentation, audience, message) & Ability to engage & mobilize people
- Capacity to identify and analyse problems: generate and evaluate alternative solutions; make recommendations & take decisions
- Ability to learn new products and technologies & to identify performance & training gaps and recommend/implement solutions
- Drive for results - proven track record
- Knowledge and understanding of overall business plans & objectives & Ability to work comfortably with all levels of management and staff
- In-depth knowledge in Enterprise technologies and/or Data Center environments (switches, server, etc.)
- Understanding of data center solution installation, implementations, and configuration involving applications, servers, storage and/or networking with an overall configuration understanding.
Essential Requirements
- Fluent in English
- 18+ months employment if in Dell in same Grade & Job
- Expert in Field of product (i.e. Servers, Powervault)
- Certificate/Diploma in Computing/IT & Industry Standard Certification
