Technical Support Engineer 2

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Título Oferta:
Technical Support Engineer 2
Eldorado do Sul
Texto Oferta:
**Client Resolution Manager** **Eldorado do Sul, Brazil** **Competitive Salary** Are you a brilliant problem solver who could provide Executive level support for a game-changing, in all support line services? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? If yes, then look no further as we have the right role for you. Within Dell Services, we are looking for a Resolution Manager (RM) to join our LATAM Team. The successful candidate is primarily responsible for Brazil complex, unassigned customer service request (SR) resolution. ensuring customer escalations are handled in an efficient, effective, professional manner to minimize customer impact and maximize future customer loyalty. The role requires the effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support customers who have purchased the Dell ProSupport ProSupport Plus offering, or any other customer escalation that meets pre-determined, internal criteria. The RM will facilitate effective communication between all internal key stakeholders during an incident while concurrently maintaining transparency with the affected customer(s). If required, the RM will complete a full analysis of an incident and deliver Closed Loop Corrective Action (CLCA) reports to the appropriate business area(s). They will also drive case age reduction through coaching, mentoring and identifying key technical gaps or call avoidance opportunities. **Essential Duties and Responsibilities:** + Take full ownership of high-impact complex technical SRs in order to prevent out-of-process escalations + Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to + Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management + Collaborate with the Technical Account Management (TSM) and Sales Organization through agreed processes + Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports + Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date + Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps + Document best practices and knowledge base articles to drive service improvements + Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed + Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required + The Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by: + Attending all required technical, business and functional training sessions + Championing a customer-focused service delivery methodology through cross queue coordination + Driving case ownership and management + Driving and sustaining improvements in overall SR age and all quality metrics + Adopt Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident. + Maintain relationships within SDS and other parts of the business to aid your team in cross-functional collaboration. + Be responsible for driving key business and Team level initiatives. + Act as the single point of contact for escalation assistance to the Resolution Manager **Minimum Requirements** + Fluent in Portuguese + Minimum of 12 months in a Customer facing function + Proven ability to manage remote situations (Escalations, projects, relations etc.) + Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times + Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries + Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings + Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills + Self-starter, Self-driven and Decision Maker **Desired Requirements** + Leadership skills (People Manager / Training / Coaching) + Project Management + Fluent in English