Dell Technologies Services – Federal Customer Escalation Manager Analyst

The successful candidate for this role is primarily responsible for unassigned client customer service request (SR) resolution; ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty. The role requires the effective coordination, technical oversight and associated incident/escalation management available on a 24/7 basis to support customers who have purchased the Dell ProSupport offering, or any other customer escalation. The Federal CEM will facilitate effective communication between all internal key stakeholders at all times during an incident while concurrently maintaining transparency with the affected customer(s).

Join us as a Federal Customer Escalation Manager Analyst on our Federal Customer Success team in Round Rock, TX to do the best work of your career and make a profound impact.  

What you’ll achieve

As a Customer Escalation Manager Analyst, you will assist on various escalations with defined deliverables, managing the scope, communication, and resolution through the duration of the escalation. 

You will

• Take full ownership of high-impact technical SRs in order to prevent out-of-process escalations
• Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
• Championing a customer-focused service delivery methodology through cross queue coordination
• SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
• Collaborate with the Federal Customer Escalation Management Organization through agreed processes

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

• Demonstrated attentiveness to quality and productivity 
• Good communication skills and attention to detail 
• Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
• Capacity to work effectively with senior management

Desirable Requirements

• 1 to 2 years of related experience  
• Bachelor’s degree

Due to this role working directly within the Federal space, the ideal candidate must be a United States citizen.

Dell’s Flexible & Hybrid Work Culture

At Dell Technologies, we believe our best work is done when flexibility is offered. 

We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page. 

Compensation

Dell is committed to fair and equitable compensation practices. The pay range for this position is $44,625 - $64,130 depending on location. 

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.  

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us. 

**Application closing date: **25 April 2024 

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you. Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.