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Dell Manager 1, Technical Support (Vietnam Speaking) in Bayan Lepas, Malaysia

People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within Dell Software Group at Dell, we are looking for a Technical Support Manager to join our team in Location.

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We 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.

Key Responsibilities:

  • Plans, organizes and manages technical support for one or more of DSG products to provide unrivalled technical support for DSG customers and prospects, meet contractual response times, and that staff members are exceptionally customer focused, responsive, dependable, technically excellent and team oriented.

  • Attracts, hires, retains, organizes, develops, manages, recognizes, and rewards a motivated workforce capable of achieving short and long-range business objectives within company policies and procedures.

  • Leads and participates in working with other DSG departments to provide proactive, responsive, and timely solutions to customer and product issues.

  • Leads and participates in the management of customer case escalations.

  • Participates as a proactive member of the DSG management team by setting high standards throughout the Technical Support department.

  • Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.

Essential Requirements:

  • 6+ years of experience working in a technical support department for a medium to large software company or the equivalent related technical experience.

  • Demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives.

  • Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction.

  • Ability to travel up to 10% of work time.

  • Education equivalent to a 4 year college or university education with an emphasis in computer science, business administration or a related field.

  • Desirable Requirements:

  • Excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications.

  • Must be able to converse and write fluently in Vietnamese.

  • An in-depth understanding of the basic principles behind technical support processes and procedures.

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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