Technical Customer Care Agent - US hours

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.

Essential Requirements

- Demonstrates initiative and good judgment in resolving issues affecting customer satisfaction.
- University education
- Typically requires 2+ years of related experience
- Knowledge of Outlook, Excel and Powerpoint
- Proficient in English language and grammar
- Excellent communication and customer service skills
- Works effectively and efficiently under time constraints and a deadline driven work environment

People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Dell Financial Services business unit at Dell, we are looking for a Technical Customer Care Agent to join our team in Bucharest

Key Responsibilities

In this role, you will have the opportunity to use your expertise to handle customer support calls as well as identify issues, investigate root causes, and recommend solutions to the more complex technical issues. You can be a hero by being the first person to answer and resolve our customers needs. You will also have the backing of our management team as the complexity of issues increase.

- Represents the organization as the principle customer contact to help resolve customer service or L1 technical issues
- Ability to answer sales questions regarding system configurations to match the customers needs and requirement as well as place order
- Works closely with L2 Technical Support to ensure that customer issues are resolved in a timely manner
- Ability to work as part of a team ensuring smooth handoffs for call escalation and sensitivity when dealing with customer issues
- Maintain an effective communication with the customer. Keep customer informed about the status and estimated time for resolution
- Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment
- Verify and investigate into customer's complaints and drive for resolution within specified time frames

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.