Department: Global Support and Deployment - GSD
Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell, we are looking for a Hebrew Technical Support Agent to join our remote technical assistance team in Dublin, as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.
Responsible for the overall customer satisfaction of Dell server hardware product customers. Provides outstanding technical support in a case based environment, possessing excellent customer service skills and the ability to make sound, informed decisions. Ability to think outside the box in resolving complex customer issues.
Responsible for providing phone- based technical support for Dell Enterprise Support Customers.
The Technical Support Analyst is the first point of contact for Hebrew speaking Enterprise Support Customers with advanced hardware, operating system and application issues.
Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customer’s satisfaction - Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
Handle and take ownership of customer issues from beginning to resolution - Assist customers by diagnosing problems and providing resolutions for technical and service issues, Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Remains knowledgeable of Dell’s product line, processes, policies, current industry products and technologies.
Focuses on delivering a positive customer experience according to Dell standards.
Monitors and tracks issues to ensure accurate resolution.
May be involved in revenue generation activities with current Dell customers.
Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.), Escalates more complex customer technical issues to senior level support.
Fluent Hebrew + Fluent English is mandatory (any other language is a +)
4+ years minimum experience in a business or customer support work environment.
Ability to handle critical / sensitive situations professionally with users that have a wide range of technical knowledge, Requires advanced technical aptitude and troubleshooting skills.
Excellent knowledge of server hardware (namely SCSI & RAID)
Drivers and driver configurations
Fibre channel, Clustering, RAID, and I/O topology
Disk Array Enclosure (DAE): Fibre and iSCSI
Routing with mixed LAN/WAN operating system environments
Firewall solutions, NAT, and network load balancing
Good knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache,
Knowledge of storage hardware (including Fibre channel, clustering, tape back-up units)
Certification : DCSE Associate V7, MCP, Server+ or network+
Cisco certification is a plus
One industry level certification: MCP Server level, CCDA, or like certification preferred.
Associates level degree and/or 2 years equivalent experience is preferred.
Basic working knowledge of systems management
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
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, colour, 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.