Senior Technical Support Engineer, Enterprise Social Media
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.
- 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:
- 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
- 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
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: