Careers at Dell

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Careers at Dell…
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     In Technical Support

Technical Support Representative   U% W9 W* w6 g/ P3 P9 E  C) T(Bilingual French Positions Available) * T/ U* B- @: v' M* M/ c: ~5 ZEdmonton, Alberta    Dell is expanding its contact centre in Edmonton. This unique opportunity will see you join a team that is delivering on the Dell promise of an exceptional customer experience by providing technical support directly to our customers.       0 f" X- b/ j# q/ I4 f# f9 J. }" pA Technical Support Representative will be responsible for providing technical phone support to Dell customers on the maintenance and operation of Dell products. The Technical Support Representative will assist customers by determining system problems and providing resolutions on technical or service difficulties. Responsible for customer satisfaction by handling customer problems and performing assigned functions according to standardized policies and procedures. Analytical ability is required to troubleshoot and resolve technical issues via the phone.    : ]0 O. W: U3 W# j# ]7 n   Specific Job Responsibilities: ; F; b8 }% f' }% U& ?- R·         Answer calls and address the customer's technical support needs or handle/route accordingly. 1 v0 N( V+ M& M: Z/ t·         Provide first-level technical support on basic operational or maintenance of PC's and /or peripherals using documented procedures and available tools. ·         Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls. ·         Escalate problems when unable to make proper determination. ·         Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies. ·         Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. ) K  I  \7 S* J/ b5 G* r" {·         Identify and provide input on unique or recurring customer problems. ·         Act independently to field support calls that are technically and interpersonally complex in nature. + ^# i; ?* U. q- k/ Q

Required Skills and Knowledge: ·         Mainstream DOS and Windows Applications   h& Y! @# C( ?7 P9 [5 f·         Basic PC Hardware for desktop and portable systems ·         Microsoft Operating Systems ·         Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc. % @; h2 l! I( o·         Understanding of support policies and procedural guidelines ·         Organizational skills. ·         Interpersonal skills. , C9 l# l: Q! ]& D0 F, F·         Excellent telephone soft skills. ·         Thorough telephone functional skills ·         Ability to handle stressful situations. ·         Ability to deal professionally with irate customers 6 m% e, M- G8 p; ?- s·         Minimum 1 + year technical support experience ·         A+, MCP, CNA, DCSE certification an asset ·         Must be flexible to work shift work.   % N) y$ t) E  m; U

To apply, visit www.dell.com/edmonton and click on Job Search.  Applications may also be sent to Edmonton_recruitment@dell.com   7 }( z2 r+ [: m0 n( ?" u3 SDeadline for application is March 5, 2007 4 L$ }6 x( l4 |2 y" u3 o

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