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Customer Support Technician

Cairo, Egypt

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Job ID R034915 Date posted Sep. 11, 2019
  • 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.

Route service requests to appropriate product support teams.        

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