Senior Technical Support Engineer

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 Senior Engineer on our ISG Social Media Programs team in Montpellier

  • France to do the best work of your career and make a profound social impact.

What you'll achieve

As a Senior Technical Support Engineer in the Social Media team, you will be an ambassador playing a key role in delivering our Support Channel expansion roadmap in our strategic drive to be a leader in Enterprise Social Media Support.

You will:

Manages the data analyses required for coordination, implementation, administration and execution of social messaging channel expansion, virtual assistant & automation projects for Enterprise Technical Support

Assumes a proactive role in technical support contact avoidance by identifying the top contact driver trends and failures in our Virtual Assistant journey and work in collaboration with the PM team to evolve the Automation models

Strategize with and educate the management team and others across the company on incorporating relevant social media automation techniques into the corporate culture and into all of the company's products and services

Measure the impact of any Social & Community programs on the overall efforts, providing Senior Management with details reports/presentations as an when required

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

A high school graduate with prior experience in developing / managing programs in Enterprise Technical Support environment

Strong understanding of Dell EMC Enterprise portfolio & prior experience in supporting Enterprise products will be an added advantage (Servers, Storage, HCI & Data Protection)

Excellent business communication skills understand how to communicate & advocate Social Support Strategy with global leaders & stakeholders

Strong understanding of Social Media Support Model and Social KPIs with prior experience in automation of Social related KPI reporting

Desirable Requirements

Prior Knowledge on SQL, VB, Python with experience in data modelling and reverse engineering is preferred

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 opportunities, employee resource groups, and much more.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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 Engineering Global-Services

Job ID: R085014


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