Customer Support Technician
Cairo, EgyptJob 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.