Jobs in Egypt - Quality Lead Technical Support Server at Dell

Quality Lead Technical Support Server at Dell

Location: DownTown

Job Description:

• Champion a customer-focused service delivery & drive results in all quality metrics
• Coach 1st-level Technical Analysts & Drive case ownership and management
• Contribute to and maintain adherence to Policies, Procedures and Standards
• Assist Manager on programs, projects or process development from design phase to implementation
• Engage Team Members to a high standard quality customer service

Coaching/Training

• Identifies coaching and training needs, prioritizes & delivers improvements on call handling skills, troubleshooting techniques and call logging procedures
• Provides ongoing feedback to technicians

Case Management

• Ensures all cases and call-backs are assigned and actioned in a timely manner
• Acts as point of contact for management on any operational issues & cases

Escalations

• Acts as primary escalation point for 1st-level technical, quality & process escalations
• Establishes and maintains lines of communication with other workgroups to discuss operation, service and technical issues

Quality Metrics

• Scrubs quality metric data and provides feedback (team members & Management)
• Analyses failures, identifies root causes and delivers improvement actions

Service Calls

• Supports team members to achieve autonomy on service call dispatches
• Drives utilisation of troubleshooting techniques & tools to confirm diagnoses

Processes & Procedures

• Ensures functional group’s adherence to Dell Policies and Procedures
• Maintains an in-depth knowledge and understanding of policies
• Provides support and feedback to technicians on policy & process changes

Job Requirements:

         Education:

• Certificate/Diploma in Computing/IT  & Industry Standard Certification

Relevant Experience:

Technical Knowledge/ Skills/ Training required:

• Fluent in English
• 18+ months employment if in Dell in same Grade & Job
• Expert in Field of product (i.e. Servers, Powervault)

To Apply:
https://jobs.dell.com/job/cairo/quality-lead-technical-support-server/375/12196066

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