Analyst, Command Center

Analyst, Command Center

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core are a commitment to diversity, sustainability, and our communities. We believe in working together to build a brighter future, celebrating the entrepreneurial spirit that lives inside us all, and marrying innovation with action. Dell is proud to 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.

Join us as an Analyst, Command Center in our Remote Proactive (RPS) team in Egypt to do the best work of your career and make a profound social impact.

What you’ll achieve

As an Analyst, you will be responsible for managing the entire workflow and the general mailbox of the global Remote Proactive Team (RPS) in the capacity of a Workflow Manager. Broadly, this encompasses monitoring and coordinating the daily activities of the workflow, assisting with unassigned case management, field and customer escalations concerning assignments, and SLO attainment ensuring DELL can meet customer commitments in a timely fashion. This is a role that involves a very high level of responsibility, commitment, and customer focus where you will get to work with the best of support teams within RPS organizations with an opportunity to drive Change management and be Customer advocates.

You will:

- Monitor and coordinate the daily activities of the workflow. Collaborate daily with other stakeholders across functional areas, partners, and customers, to meet the objectives of the support center.
- Uses defined protocols and independent judgment to properly escalate more complex issues to the appropriate resource or department manager to resolve customer issues in the most expedient manner possible.
- Monitor Remote Proactive Mailbox daily and ensure taking all the appropriate actions needed with the requests we are getting.
- Handling the exceptional request portal, and doing our best to accommodate the best availability.
- Assist with open case management, field, and customer escalations, and SLO attainment.
- Assist with scheduling urgent or escalated activities for our customers, and taking all the needed actions.

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
- Minimum Years of experience: 0-2 years
- Fluency in English is essential
- Excellent Communication & Customer Service Skills
- Sense of Urgency & Customer handling skills
- Multi-tasking Ability to weigh competing priorities; reprioritize workload and make real-time decisions
- Details Oriented
- Problem-solving - Ability to be resourceful and “figure things out”
- Self-confidence - Ability to express opinions and influence effectively
- Ability to work in a high-pressure environment.
- Adaptability/Flexibility (ability to quickly learn new technologies as required)
- Negotiations skills
- Professional demeanor - punctuality, professional attire
- Must be self-motivated and eager to learn new technologies and skills to better assist customers

Desirable Requirements
- Bachelor’s degree
- Additional language is a plus

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.