** Please apply directly online
https://dell.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=https://dell.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=1007Q6JS
Description: Level 2 Customer Consultant – Software-as-a-Service
Location: Sunnyvale, CA
Summary
The L2 Technical Consultant is a comprehensive customer support role focusing on post-sales operations pertaining to Dell's Software-as-a-Service product offerings targeting small and medium businesses on a global scale. Technologies include Enterprise Systems such as CRM, SFA, ERP, Integration, Business Analytics and IT Service Desk in a SaaS environment. It can be a combination of post-sales customer support and/or system administration once the solution is deployed. Dell Technical Consultants are also responsible for the deployment of technical correctness and completeness of integrated SaaS solutions.
Responsibilities
You will assist our customers by troubleshooting issues, answering questions and ensuring they are meeting their business goals through providing comprehensive support, product education and identifying and driving adoption opportunities. You will serve as an internal advocate for the customer and will be measured against overall customer satisfaction and subscription renewal metrics. Responsible for spearheading the operational and services readiness process for new product launches. This role will have a global reach as new service / support queues are implemented in established / emerging markets. The L2 Technical consultant will assist the sales organization, deployment services and related Practice Areas as technical/industry subject matter experts. Leads simple to medium complexity engagements as the lead consultant.
Skills Required
- 3+ years experience in SaaS technologies and enterprise systems (CRM, SFA, ERP and IT Service Desk)
- Lead global services teams delivering customer on-boarding, customer service and support
- Demonstrated experience in the design, implementation, and integration of SaaS business application deployments
- Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
- Ability to perform a wide variety of technical and administrative duties in overall systems design, development, and delivery.
- Strong analytical and communication skills and the ability to resolve complex technical problems.
- Key contributor to customer success and annual renewals
- Excellent documentation / presentation / communication skills
- Ability to effectively prioritize and escalate customer issues
- Effectively coach / mentor front line team members in order to drive problem resolution
Qualifications
- 6+ years of relevant work experience
- English Fluency
- Takes a positive approach to problem solving
- Flexibility in scheduling / availability
- Travel will be 25% or below
- High Energy
About Dell:
Collaboration. Individual drive. A passion for technology. That´s what success sounds like at Dell. It´s this dedication to finding unique solutions that has given rise to many of our energy-smart, green initiatives. Sound like something you can get behind? Join our team, and you´ll work in a dynamic environment with other motivated, talented individuals who care about protecting our planet. Plus, you´ll get the mentoring, support and training you need to succeed on your own terms.
Join Dell and you'll work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that you'll always be challenged in your work and supported in reaching your most ambitious goals.
** Please apply directly online
https://dell.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=https://dell.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=1007Q6JS
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