Client Tech Supt Sr. Associate in National Capital Reg, Philippines

at Dell

ICT / Telecommunications
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

CASE MENTOR/Case Controller
· Ensures quality control for technical support call logging and case management. 
· Reviews all dispatches for his team to ensure, setup. 
· Dispatch meets required guidelines 
· Check all cases open by agents to validate actions and assignment: focus on low performers VOC if volume of case too large 
· Ensure that each case owner manage the cases assigned to him 
· Manage (if owner) of all cases that request non technical actions with other Dell services 
· Identify or validate the action needed 
· Escalate the action to the right Dell department 
· Ensure step by step follow up of actions till closure 
· Is owner of the "3days Ownership" metric and the "No Ownership" metric : 
· Analyse daily the metric reporting 
· Put in place action plan in the event of non compliance 
· Manage the action plan to resolve 
· Identify agent lack of knowledge of ownership processes and take relevant actions to fix 
· Ensure that call-back to customers are managed correctly in line with Service Level 
· Agreements and to comply with CpC (Contact per Case) targets 
· Call back all neutral and dissatisfied customers to identify reasons, to identify potential root causes and action plans to fix 
· Ensure that metric "Time To Close" is on target 
· Issues & presents daily & weekly report to Team Lead, AM, RSM 
· Issue stats to the team and Team Lead during department meetings 
· Degree of flexibility and support where necessary with dispatcher and tech. mentor job roles 
· Reviews all dispatch queued for his team and review to ensure the following meets policies and procedures 
· Check for Correct Part number on the dispatch 
· Check for necessary trouble shooting followed before setting it on hold/CNL (cancel) 
· Check for DSN (Dell Solutions Network) usage and procedure followed 
· Check for accurate Call logging and profiling 
· Check for Dispatch Address / Alt contact info / Special instructions to DSP (dispatched) 
· Follow up with respective team member to ensure required updating so that the dispatch goes out within the SLA (Service Level Agreement)


Has the ability to drive technical resolution and unparalleled customer satisfaction
 Ability to take control of and resolve complex technical customer issues over the phone
 Ability to exercise peer influence and perform as a mentor or peer example
 Superior organizational and interpersonal skills
 Ability to be autonomously productive
 Must demonstrate strong technical ability
 At least 1 year experience in the call center industry.
 Can create charts and presentations
 Highly knowledgeable on dispatch process and Policy & Procedure i.e., DSN (Dell Solutions Network), approval matrix, etc. 
 Excellent communication skills

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