Customer Support First Line Agent / Foreign Languages
DELL EMC -
Cairo, EgyptPosted 4 years ago217Applicants for30 open positions
- 125Viewed
- 0In Consideration
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Job Description
- 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
Job Requirements
- MUST have a 2nd European language " Italian, Spanish, German, French"
- Years of experience: 0-2