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Manager, Technical SupportDELL
Technical Support Manager At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it.
We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.
Join us as a Technical Support Manager on our Product Services team in Australia to do the best work of your career and make a profound social impact. What you’ll achieve As a Technical Support Manager, you will lead and manage a team of technical experts to provide quality support to external customers, maximizing operational results in terms of performance standards and metrics to provide the best experience for our clients. You will: • Oversee and allocate team resources to maximize the usage of persons and skills to support customer commitments • Direct and oversee customer escalations and engage external escalation teams and partners as necessary • Supervise the activities of individual contributors performing similar tasks within a shift, group or department within Global Technical Support • Ensure that issues and recommendations regarding programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table.
Here’s what we are looking for with this role: Essential Requirements • 5 to 8 years of related experience with some managerial or leadership experience • Team attitude with effective motivational and influence skills • Ability to work effectively with senior management • Excellent leadership and mentoring abilities • Ability to multitask management and escalations of critical issues simultaneously Desirable Requirements • Bachelor's degree • Project management experience • Experience working in a project-based environment, both regionally and globally Here’s our story; now tell us yours Dell 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. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s 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 opp....