Agente Senior de Soporte Técnico

Job description

Senior Technical Support Agent At Dell Technologies, first-class service doesn’t end when a customer purchases our innovative products. Our technical support team is there for anyone who needs help. We answer questions about the installation, operation, configuration, customization, and use of Dell Technologies products. In critical situations, we use our systems to provide technical support through remote diagnostics. If a customer’s product has an issue, we analyze it, identify the cause, recommend a solution, and document the problem.

Join our Technical Support team in Panama as a Senior Technical Support Agent, and get ready to do the best work of your career.

What You’ll Accomplish

As a Senior Technical Support Agent, you’ll work collaboratively with a team of trained consultants to develop and deliver solutions that enable global customers to maximize their return on IT investment while improving efficiency and reducing costs.

Responsibilities

Provide technical support for Dell products using multiple customer interaction platforms. Identify issues, investigate root causes, recommend solutions to reported issues, and document all interactions, following up with customers until the case is resolved

Qualifications

Take the first step toward your dream career Every member of Dell Technologies has something unique to contribute.

Here’s what we’re looking for in this role

Essential Requirements: 2+ years of solid experience in end-user technical support. Proven experience diagnosing and resolving Windows, hardware, and software issues. Demonstrated ability to manage multiple cases simultaneously in high-volume environments while maintaining high standards of quality and customer service. Advanced English proficiency, both verbal and written. Willingness to work rotating shifts, including weekends, on-site.

Preferred Qualifications

Experience providing support to customers in the United States or global environments. Technical certifications such as CompTIA A+, Microsoft Fundamentals, ITIL, or equivalents.