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Senior Technical Support Technician - French Speaker
At Dell Technologies, world-class service doesn't end when customers purchase our innovative products. Our Technical Support team provides assistance by phone, email, online and on social media. We answer questions about installation, operation, configuration, customization, and use of Dell Technologies products. For critical matters, we provide remote diagnostic technical support, analyze issues, identify causes, recommend solutions, and document them.
What You'll Achieve
As a Senior Technical Support Technician for EMEA based in Casablanca, you will provide online and distance phone support through technical diagnosis of desktops, laptops, peripherals (tablets, printers, projectors), and customized software assistance. You will answer questions relating to installation, proper functioning, configuration, and customization of products according to defined procedures and rules, and apply logical technical diagnosis to identify customer issues and provide appropriate solutions.
Main Responsibilities
- Provide first-level technical support to customers
- Use troubleshooting techniques and tools to identify technical defects and issues
- Assign incidents in line with documented guidelines and procedures
- Actively support customers through problem resolution, keeping them informed throughout the incident lifecycle
- Log, track, and document solution details while maintaining and updating customer database
Essential Requirements
- Fluent communication skills in French
- Minimum of 1-year related experience in Technical Support
- Ability to analyze and solve technical problems using troubleshooting skills
- Good organizational and interpersonal skills
- Excellent telephone and customer handling skills
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