Technical Support Engineer 2

hace 22 horas


Panama Dell Technologies A tiempo completo

For critical matters, we use our systems to provide remote diagnostic technical support. If theres an issue with a customers product, well analyze it, identify the cause, recommend a solution and document the problem.Join us to do the best work of your career and make a profound social impact as a Technical Support Engineer on our Commercial Tech Support team in Panama.What youll achieveIn this role, you will be assisting frontline engineers across multiple locations in North America and Panama and will be assisting them with customer issues and cases, helping to ensure their success. What youll impact: This team will help drive our frontline agents to achieve key-process-indicator (KPI) metrics for Global Pro-Support, ranging from cycle time, CSAT/DSAT, Backlog %, Repeat Contact Rate, Repeat Dispatch Rate, along with ensuring we use our tools to accomplish our goals, ranging from SFDC/Lightning to our Digital Tech Console (DTC) and Case Intelligence Dashboard (CID).You will: Provide guidance on distressed cases Work with leaders to drive KPIs Work with leaders to drive tool usage Work with leaders to execute strategy Build internal relationships and cross functional relationships Continuously coach & provide feedback to our frontline engineersTake the first step towards your dream careerEvery Dell Technologies team member brings something unique to the table. Heres what we are looking for with this role: Essential Requirements Minimum 2 Years of experience on Engineering environment Advanced English - Effective communication skills both verbal and written Microsoft Office 365 knowledge Outstanding Customer Service Desirable Requirements Bachelor's degree completed or in progress Coaching background - experience Heres our story; now tell us yoursDell Technologies helps organizations and individuals build a brighter digital tomorrow.

Our company is made up of more than 150,000 people, located in over 180 locations around the world. Were proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.Whats most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.We started with computers, but we didnt stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era.

Read the full Equal Employment Opportunity Policy here.



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