Dell Technologies Hiring for Manager 1, Technical Support (m7) at Gurgaon, Haryana, India Full Time

Job Description

Technical Support Manager 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 Manager 1Technical Support on our Product Services team in Bangalore to do the best work of your career and make a profound social impact.
What you’ll achieve First level leader for technical support. Provides guidance and recommendations that drive results to improve business processes and customer service delivery. Manages the coordination of activities of a section of group with responsibility for results in terms of costs, methods and team members. May lead cross functional projects or processes.
You will:

• Lead a team of 18-20 frontline tech support representatives.
• Ensure the KPI’s are met and delivering consistent performance.
• Driving business strategies and aligning the teams with the business goals.
• Responsible for achieving eNPS and Tell Dell scores & preparing and presenting CBA’s
• Monitoring the queue and ensuring Service Level’s are met & ensuring performance management for the front lines.
• Escalation Management as well as Project/Program management.

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

• Experienced project management skills
• Experienced in developing and leading a team to deliver key business results
• Typically 8+ years of relevant experience or equivalent combination of education and work experience
• Flexible to work in different shifts.
• Graduation in Bachelors

Desirable Requirements

• Moderate knowledge of product lines, technical knowledge
• Technical knowledge on Latitude/Vostro/OptiPlex/ Workstation
• Experience of handling projects/program.
• Experience of working with Pro support teams.

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.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

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.

Application closing date: 31 Jan 22

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.