Senior Advisor, Customer Services at Dell

Based full-time in the Dell Johannesburg Business Unit the Regional Enterprise SkyTech job functions is to provide Onsite and Remote Level 3 Advanced Support for Dell Technologies Storage, Server, , HCI,Networking and Software products. This role will involve traveling to customer site up to a 50% bases. When not onsite the Skytech will work remotely as a Subject Matter Expert supporting Frontline Enterprise Support. The Enterprise Regional Skytech is responsible for the overall customer satisfaction of Dell Technologies Enterprise customers and serves as the escalation point for customers with advanced Enterprise issues.

The Skytech Will work in a Technical Support case based management environment and will interface with Support Management, Resolution Managers (RM), Technical Service Managers (TSM), Solutions and Sales teams, serving as a point of contact in areas of expertise. The Skytech must possess strong customer handling skills with the ability to make decisions with little or no management intervention. The Skytech must possess a strong ability to multitask simultaneous escalations. Strong verbal and written communication is required.

Key Responsibilities

• Proactive Escalation avoidance for Central and South Africa, through proactive case reviews, attending proactive Resolution Management / Technical Service Manager conference calls, regular attendance to the Business Unit & proactive site visits.
• Provides timely response to customer escalations utilizing all Dell Technologies resources necessary to quickly and accurately diagnose, troubleshoot and repair customer’s servers/storage/Network with appropriate notification to all stakeholders.
• Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.
• Identifies and resolves issues affecting customer’s environment, utilizing Dell diagnostic tools and necessary support staff (SME, SST, IPS, etc.).
• Clearly and concisely logs and tracks details of solutions provided to resolve customer issue maintaining and updating the case management tool to ensure customer information is current and accurate.
• Aiming at 100% customer satisfaction.
• Performs required case management functions as related to assigned RM / TAM including the written summaries of outcome(s)