Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Specialist, Client Technical Support with our Technical Support team in Penang, Malaysia. RESPONSIBILITIES assumes ownership of customer issue until resolved involving multiple inbound and outbound communications. Will own the issue and engages/collaborates with multiple resources. Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed. Provides leadership and mentors team members to transfer skills as well as technicians in other support areas. May triage unresolved software issues according to department procedures and answers technical questions, resolves, or escalates problems. May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing. May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators. Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.
