Customer Support Technician

Responsibilities

• Provides front end non-technical support for Dell Technology's Internal and External Customers.

• Follows call/chat handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.

• Create, research and update service requests.

• Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.

• Implement escalation procedures as required.

• Inspect and influence global process alignment for incident management.

• Interface with Global support teams and Field personnel.

• Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service.

• Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
• Route service requests to appropriate product support teams.