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Senior Technical Support Engineer, Enterprise Social Media Support

Company: Dell Inc
Location: Round Rock
Posted on: June 7, 2021

Job Description:

Senior Technical Support Engineer, Enterprise Social Media Support

Remote US

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 Enterprise Social Media Support team in Remote to do the best work of your career and make a profound social impact.

What you'll achieve

The successful candidate 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. We are looking for someone with prior experience in Enterprise portfolio to be our voice in the social arena.

The most important aspects of this job are 1). the candidate must have demonstrated an extensive social media expert. This means that the person is actively participated / worked with teams directly or indirectly who are involved in a wide variety of social media activities such as blogging, community development and management, social bookmarking, commenting, etc. and is well-connected with the broader social media world. 2). the candidate must be able to think strategically & be willing to roll up his sleeves to help implement the programs on our Support Channels & Community.

You will:

  • Manage the coordination, implementation, administration and execution of social messaging channel expansion, virtual assistant & automation projects for Enterprise Technical Support.
  • Need to be a quick learner with a passion to challenge cutting edge technology to ensure our Virtual Assistant & Automation plans are current wrt upgrades, top call drivers, new product releases, trends and practices in the competitive market
  • Assume a proactive role in technical support contact avoidance by identifying known problems and documenting resolutions to augment or deflect via Social Channels
  • 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 automation projects 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 Bachelor's degree (or equivalent experience) with minimum 2+ years' experience in developing / managing projects in Enterprise Technical Support environment
  • Strong understanding of the Customer behavior in a B2B support environment is essential for this role
  • Excellent business communication skills understand how to communicate & advocate Social Support Strategy with global leaders & stakeholders

Desirable Requirements

  • Strong understanding of Enterprise portfolio & prior experience in supporting Enterprise products will be an added advantage (Servers, Storage, HCI & Data Protection)
  • A certification in Project Management 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.

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.

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: Engineering Product-Services Global-Services Job ID: R085012

Keywords: Dell Inc, Round Rock , Senior Technical Support Engineer, Enterprise Social Media Support, Other , Round Rock, Texas

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