Dell Technical Support Specialist- Desktop in Frenchs Forest, Australia

  • Entry level support role
    • World class training, development and career opportunities
    • Be part of the largest private IT company globally

Dell is a collective of customer-obsessed, industry-leading visionaries (Dell EMC, RSA, Virtustream, VMware, Pivotal, SecureWorks). At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Based at our French’s Forest office, this position is an entry level role within our premium level, Prosupport team. This team provides industry leading technical support services direct to Dell customers, for all Client and Enterprise products. The team has a substantial presence in the ANZ ICT industry and is notably the key industry differentiator as to why customers purchase Dell products and services.

This position will provide direct technical support for all Dell Client products (desktops, laptops and peripherals). The role is supported by an ongoing organisation commitment to training and development.

Working in a large call centre type environment, you will receive and resolve technical issues direct from customers, by phone and email. This will include diagnosing technical issues, assisting customers to address concerns and dispatching parts to repair.**


Key Responsibilities

· Directly receive customer calls regarding technical issues

· Diagnose technical issues via phone & email

· Provide technical solutions to customer concerns

· Provide a high level of customer service and engagement

· Escalate and engage senior parties in a timely manner

· Attend work on a staggered shift that covers 7am -7pm, Monday to Friday

· Maintain complete records of all customer engagements

· Maintain a high level understanding of Dell's product range and services

· Effectively collaborate with Prosupport team members to enable efficient problem resolution and timely response to customers

· Continuous customer engagement and receipt of technical support calls and the associated resolution of concerns

Qualifications

ESSENTIAL:

· Excellent English skills – written and verbal

· Passionate commitment to customer service and working as a team member to deliver an exceptional level of service

· Technical knowledge and understanding of Desktop and Laptop hardware and technology

· Technical knowledge of current and previous Microsoft Operating Systems & Office Suites

· Logical thinker who has strong diagnostic, analytical and technical troubleshooting skills

· Strong aptitude for technology and its usage

· Ability to troubleshoot and diagnose hardware and software faults

· Flexibility to work shifts between 7am -7pm, Monday to Friday

· Ability to work in a fast paced, continuous call centre environment

PREFERRED:

· Ideally 2 years experience in a hardware repair / troubleshooting role

· CompTIA A or other industry qualification

· Degree or TAFE Qualification in IT or a relevant field

"LI Priority"

Job: *Product Services - Client Technical Support

Organization: *Operations

Title: Technical Support Specialist- Desktop

Location: AP-AU-NS-Frenchs Forest

Requisition ID: 17000HEG