Advisor, Command Center (I7)

Advisor, Command Center
Dell is a collective of customer-obsessed, industry-leading visionaries. At
our core is a commitment to diversity, sustainability and our communities. We
believe in working together to build a brighter future, celebrating the
entrepreneurial spirit that lives inside us all, and marrying innovation with
action. Dell is proud to offer unparalleled growth and development
opportunities for our team members. We believe that technology is essential
for driving human progress, and we're committed to providing that technology
to people and organizations everywhere, so they can transform the way they
work and live.
Join us as Advisor, Command Center in our ISG team in Egypt to do the best
work of your career and make a profound social impact.
What you'll achieve
As an Advisor, Command Center, you will be responsible for managing the entire
workflow of support teams in the capacity of a Workflow Manager. Broadly, this
encompasses monitoring and coordinating the daily activities of the workflow,
assisting with unassigned case management, field and customer escalations with
respect to assignments and SLO attainment ensuring DELL is able to meet
customer commitments in a timely fashion. This is a role that involves a very
high level of responsibility, commitment and customer focus where you will get
to work with the best of support teams within ISG Support Services
organizations with an opportunity to drive Change management and being
Customer advocates."
You will:
* Monitor and coordinate the daily activities of the workflow and call queues in an assigned work area. Collaborate daily with other workflow facilitators across functional areas, partners, and customers, to meet objectives of the support center.
* Uses defined protocols and independent judgment to properly escalate more complex issues to appropriate resource or department manager in order to resolve customer issues in the most expedient manner possible.
* Assist with open case management, field and customer escalations and SLO attainment. Ensures that issues and recommendations with regard to programs, tools, projects.

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:

Essential Requirements
* ‎5 to ‎8 years of experience in a technical support position
* Good Communication & Customer Service Skills
* Multi-tasking Ability to weigh competing priorities; reprioritize workload and make real time decisions+ Influencing a workforce outside of span of control
* Adaptable (ability to quickly learn new technologies as required)
* Ability to work in a high-pressure environment.
* Problem solving - Ability to be resourceful and "figure things out"
* Self-confidence - Ability to express opinions and influence effectively
* Professional demeanor - punctuality, professional attire
* Must be self-motivated and eager to learn new technologies and skills to better assist customers
* As a 24X7X365 organization, shift work, holidays and on-call responsibilities will be required.

Desirable Requirements
* Bachelor's degree
* Additional language required
* ITIL/PMPI Certified
* ISM Certified
* Experience of leading a team/workgroup

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 much more.

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.

Application closing date: 20th of June

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.