Technical Support Associate

Since 1984, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end computing solutions company, Dell continues to transform computing and provide high quality solutions that empower people to do more all over the world.

Opportunity to work part time from home, flexible scheduling. Responsible for providing phone, chat and email support for Dell’s Data Security software. Answers questions about general usage of Dell’s Data Security Software. Verify warranty and entitlement to determine the appropriate support for the software. Apply different diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Properly document customer issues prior to escalating senior engineers.

• Own and monitor customer issues from beginning until resolution or until ownership is properly handed off to senior support engineers.
• Interface with multiple groups (e.g., sales, resolution managers, senior engineers, etc.) to provide timely information ensuring the best support experience for the customer
• Use troubleshooting techniques and tools to identify software defects and provide applicable service based on entitlement and warranty
• Advise and educate customers on best practices as related to Dell’s Data Security software (e.g., providing documentation, answering technical questions)
• Provide input and identify unique or reoccurring customer issues
• Stay up to date and knowledgeable on Dell's latest security software offerings

Education/experience requirements:

Currently pursuing undergraduate degree in related field.

• Entry level knowledge in some or all of the following technologies
• Encryption
• Certificates
• Networking
• Windows Client OS
• WinPE
• Active Directory

Relevant/preferred certifications are not required but a plus.

• Microsoft Certified Professional
• Microsoft Certified Solutions Associate
• Microsoft Certified Solutions Expert
• Cisco Certified Network Associate
• CompTIA (Network+, Security+)