Technical Support Senior Technician - Arabic & English Speaker (Night Shift)

Job Description

Casablanca, Morocco

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Technical Support Senior Technician - Arabic & English Speaker (Night Shift) on our Technical Supportteam in Casablanca.

Dell's world-class customer service doesn’t end when a client purchases our innovative products. Our Client Tech Support team is there for them whenever they need help – by phone or email, online and on social media. We answer questions about the installation, operation, configuration, customization and use of Dell products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Key Responsibilities

The Technical Support Team is responsible for providing on line and distance phone support, through a technical diagnosis of desktops, laptops, peripherals (Tablets, printers, projectors ... etc..) and customized software assistance that supports Dell products and others according to the situations. They answer questions relating to the installation, the proper functioning, configuration, customization of specific products according to procedures and clearly defined rules (e.g. the type of guarantee, the warranty expiration, the type of customer contract ... etc.) and apply a logical technical diagnosis to identify customer issues, investigate the possible causes effectively to provide appropriate solutions. Daily tasks include:

• Providing first-level support
• Using troubleshooting techniques and tools to identify technical defects/issues
• Assigning incidents in line with documented guidelines and procedures
• Actively supporting the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
• Clearly and concisely logging and tracking details of solutions provided to resolve customer issue while maintaining and updating customer database

Essential Requirements

• Fluent communication skills in English & Arabic
• Minimum of 12 months of technical experience at Dell or equivalent service
• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good organizational and interpersonal skills
• Excellent telephone and customer handling skills

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Apply now!

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.