Client Technical Support Sr. Associate in Nashville, Tennessee For Sale

Title: Client Technical Support Sr. Associate Location: TN-Nashville Responsibilities: ** Responds to customer technical problems/issues related to hardware, software and networking via e-mail and phone. ** Assists 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. ** Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. ** Identifies and provides input on unique or recurring customer problems. ** Remains knowledgeable of Dell's product line, 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. ** Reviews and distribute pertinent cross-functional information. ** Escalates more complex customer technical issues to senior level support. ** Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations). ** Solves problems for customers with challenging expectations (often escalated or irate). ** Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group). ** Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance). ** Excels at tolerance for processes and people. ** Excels at recognizing internal and external customer's needs and expectations ** Learns the full range of Dell technology, products, and services and is able to identify how these products and services align to customer needs. ** Involved in revenue generation activities with current Dell customers. ** Explains technical, industry, and market facts to position Dell as a competitive solution. ** Cooperates and collaborates with colleagues, cross-functionally, to support the sales process. Qualifications - Strong telephone etiquette skills. - Advanced verbal and written communication skills. - Significant knowledge of Dell products, customer service, policies and procedures. - Experienced organization and problem solving skills. - 2-4 years of experience in a customer service or related fields. - 1-2 years of Technical Support experience. - 2-3 years of related, industry or segment experience.