Customer Support Agent – Remote (Bilingual French/English Required)

About the Company

Dell Technologies is a leading global technology company committed to transforming businesses, enriching lives, and enabling real progress. We empower customers with the industry’s broadest and most innovative portfolio from the edge to the data center to the cloud. Join our team and be part of a culture that thrives on innovation, collaboration, and making a positive impact worldwide.

Job Description

We are seeking a highly motivated and customer-focused individual to join our remote support team as a Bilingual French/English Customer Support Agent. In this role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries in both French and English. This is a crucial role for ensuring customer satisfaction and maintaining Dell’s reputation for excellent service. This position is 100% remote, allowing you to work from anywhere within the United States.

Key Responsibilities

• Provide high-quality customer support via phone, email, and chat in both French and English.
• Diagnose and resolve customer technical and non-technical issues efficiently and accurately.
• Document all customer interactions and resolutions thoroughly in the CRM system.
• Escalate complex issues to appropriate internal teams when necessary.
• Educate customers on product features and solutions, ensuring a positive experience.
• Maintain up-to-date knowledge of products, services, and company policies.
• Adhere to service level agreements (SLAs) and performance metrics.

Required Skills

• Fluent in both French and English (written and spoken).
• Proven experience in a customer service or support role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and general computer applications.
• Ability to work independently and as part of a remote team.
• High-speed internet access and a dedicated quiet workspace.

Preferred Qualifications

• Associate's or Bachelor's degree in a related field.
• Experience in the technology or electronics industry.
• Familiarity with Dell products and services.
• Prior experience in a remote customer support environment.

Perks & Benefits

• Competitive hourly wage.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Employee assistance program.
• Opportunities for professional development and career growth.
• Employee discounts on Dell products.
• Remote work setup allowance.

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