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Technical Support Senior Technician English & Arabic speaker - Emerging Markets

Casablanca, Morocco

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Job ID R035632 Date posted Sep. 16, 2019

Technical Support Senior Technician - English & Arabic Speaker - Emerging Markets

Casablanca, Morocco

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Senior Technician - English & Arabic Speaker on our Technical Support team in Casablanca.

Dell is a collective of customer-obsessed, industry-leading visionaries. 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.

Key Responsibilities

The Service Desk Technical Support agent is dedicated to support the end users of our Customers with Technical issues diagnostic and resolution.

  • Provide first-level support by using troubleshooting techniques and tools to identify technical defects/issues
  • Assign incidents in line with documented guidelines and procedures
  • Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
  • Clearly and concisely log and track details of solutions provided to resolve customer issue (logs all ACD calls, emails, chat and call-backs) maintaining and updating customer database and consistently perform to set targets
  • Escalate problems in line with documented procedures, as appropriate
  • Maintain comprehensive knowledge of service offerings along with future industry products and technologies and attend required technical training sessions and make effective use of assigned lab time
  • Comply with schedule adherence to ensure overall service level targets are achieved and identify and provide input on unique or recurring customer problems

Essential Requirements

  • Fluent communication skills in both English and Arabic
  • Minimum of 12 months experience in a similar role
  • Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  • Good organizational and interpersonal skills and excellent telephone and customer handling skills
  • Ability to handle stressful situations and deal professionally with irate customers
  • Certificate/Diploma in computing and working knowledge of PC architecture/technology
  • Knowledge of standard Microsoft Windows Applications and Operating systems and good skills in software issues

Benefits


We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you want to influence plans and activities that bring game-changing products into the global spotlight, this is your opportunity to develop with Dell.

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

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