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Manager 1, Technical Support

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  • Heredia, Costa Rica
  • 06/10/2021
  • R101297

Overview

We believe that progress lives at the intersection of technology and humanity, and that our role is to bring innovation to people everywhere to drive progress around the world. Every member of our team plays a critical role in bringing our purpose to life — through our work, passion and commitment to do the absolute best we can for our company, our customers and each other.

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Success Profile

What makes a successful Product Services team member?
Check out the top traits we’re looking for and see if you have the right mix.

  • Analytical
  • Communicator
  • Conceptual
  • Inventive
  • Problem Solver
  • Results-driven

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Responsibilities

Technical Support Manager I

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 Costa Rica 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+ years of experience working in a technical support environment or the equivalent related technical experience.

·Experience as people leader (Create plans for motivation, development and following up KPI's)

·Education equivalent to a 4 years college or university education with an emphasis in computer science, business administration or a related field.

·Microsoft office tools (power point, outlook, excel, word)

·Available to work weekends (rotating schedule)

·Possible mix shift


Desirable Requirements

·An in-depth understanding of the basic principles behind technical support processes and procedures.

·Knowledge of any of Dell products (Avamar, Networker, IDPA, basic storage equipment, Isilon)

·ISM (Information Systems Management) certification


Application closing date: May 31st, 2021

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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

Job Family: Product-Services Tech-Support Services Global-Services Job ID: R101297

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Global Sales at Dell

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. Join our sales team and be a part of our story.

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Key Benefits

  • Rewards & Development

    It's simple. We believe in rewarding our team members for a job well done, investing in their professional development and filling the majority of our open positions internally.

  • Health & Wellness

    As part of our overall rewards, we offer benefits programs designed to help you maintain a healthy lifestyle. These benefits are based on your location, so please ask your recruiter for more details.

  • Flexibility

    Dell’s Connected Workplace program offers new ways to work and enables eligible team members to choose the style that best fulfills their needs, both in their job and their personal life.

  • Other Benefits

    You may be eligible for other programs in your location including employee purchase program, paid time away from work, financial and savings programs and more. Talk to your recruiter for more details on what benefits programs are available in your location.

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Life at Dell

Discover life at Dell from our employees who are leading the way toward innovation and digital transformation.

Come be a part of the talented, dedicated and motivated teams in the Dell family by applying today.

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Culture

Our culture is defined by our values and made real every day by how we work and lead. We know our culture is the foundation for all we’ve achieved, and for all the success ahead of us. Don't take it just from us – see what our employees say in our annual "Tell Dell" results.

  • 90% My leader cares about my well-being both professionally and personally.
  • 93% I am proud that I never have to worry about Dell Technologies showing up in a headline damaging our ethical reputation.
  • 90% My job means more to me than just a paycheck and benefits
  • 94% I believe flexible work arrangements (e.g., working remote, mobile, telework, etc.) at Dell Technologies contribute positively to our performance as a company.

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