To assist customers by providing and selling solutions to technical queries:

Ø      Provide excellent technical support in both software products and our full range of Dell client hardware products.   

Ø      Maximise revenue streams in Dell Services.

Ø      Maximise customer satisfaction for Dell Services.

Principal Duties and Responsibilities
Sells and provides support on Dell Client products to customers whose service contract has expired.  Sells and provides support on variety of software products for customers who are in, and out, of service.

Ø      Analyses customer need, defines, sells and delivers appropriate solution

Ø      Proactively searches for opportunities to sell.

Ø      Identifies and resolves issues affecting customer client systems

Ø      Sells and delivers appropriate services to the customers

Ø      Ensures that all own calls are personally owned through to completion or escalated if necessary.

Ø      Monitors own sales/quotation backlog through to completion

Ø      Good understanding of services available and works proactively to target appropriate service to solve customer queries

Ø      Uses troubleshooting techniques and tools to identify technical defects/issues

Ø      Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions

Ø      Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

Ø      Knowledgeable on Statutory Rights; ensure appropriate service is provided to customer based on legal requirement in local country

Ø      Provide excellent customer experience

Ø      Administration - execution of orders and completing of all administration required

Ø      Work closely with appropriate resources within Dell to meet customer needs and resolve issues

Ø      Sell Dell services by responding to inbound customer needs and requirements

Dependable attendance is a requirement of the job

Ø      Minimal at least one of the following languages : Danish, Swedish, Norwegian and Finnish

Ø      Excellent interpersonal skills

Ø      Excellent soft skills; listening, empathy

Ø      Ideally has Telesales experience (minimum 6 months) OR strong motivation to work in sales environment

Ø      Ability to prioritise

Ø      Good time management skills

Ø      Self starter as well as able to work as part of a team

Ø      Thorough working knowledge of all software currently shipped with Dell client products with advanced knowledge of legacy operating systems and all of the following legacy operating systems: Windows Me, Windows 2000 and Windows XP

Ø      Thorough working knowledge of PC architecture/technology

Ø      Thorough working knowledge of Dell supplied applications

Ø      Ability to work proactively to determine courses of action based on given guidelines

Ø      Ability to analyse and solve technical problems related to client products by investigating potential solutions using troubleshooting skills

Ø      Thorough understanding of Ms Office applications

Education/Certification
Ø      PC Maintenance Certification (A+), (N+) ( desirable )
Ø      Industry Standard Certification (for example: MCP, MCSE, MCSE+I, MCSA, CNA, CNE) ( desirable )
Ø      Ideally has at least one year experience of providing a high level of customer service
Ø      Previous experience in a sales environment /sales experience will be a distinct advantage

Competencies
Ø      Managing Work

Drive for Results
Time Management

Ø      Managing and Developing Yourself

Dealing with ambiguity
Customer focus
Motivating Others

Ø      Functional Technical skills

Excellent telephone skills
Excellent technical problem resolution skills
High motivation and ability to sell and solve customer queries

Fluency in English is desired

Excellent written and verbal communication skills