Virtual Software Support Clerk

About the Company

Dell Technologies is a global leader in providing end-to-end solutions that enable businesses and people to transform their operations and lifestyles. We are at the forefront of innovation, driving human progress through technology. Our comprehensive portfolio of products and services helps customers build their digital future and transform how they work and live. We are committed to fostering a diverse and inclusive environment where every team member can thrive and contribute to our shared success.

Job Description

We are seeking a dedicated and detail-oriented Virtual Software Support Clerk to join our remote team. In this role, you will be instrumental in providing first-line support for our various software products and services. You will assist customers and internal teams by managing support tickets, providing basic troubleshooting, escalating complex issues, and maintaining accurate records. This is a crucial role for ensuring smooth software operations and exceptional customer satisfaction, all from the comfort of your home office.

Key Responsibilities

• Respond to incoming software support requests via email, chat, and phone in a timely and professional manner.
• Perform initial troubleshooting steps for common software issues, guided by documented procedures.
• Accurately document all support interactions, resolutions, and escalations in the CRM system.
• Escalate complex or unresolved technical issues to senior support engineers or relevant departments.
• Provide clear, concise, and easy-to-understand instructions to users on software usage and basic functionalities.
• Assist in maintaining and updating a knowledge base of common issues and solutions.
• Collaborate with other support team members and departments to ensure seamless problem resolution.
• Monitor system dashboards and alerts to proactively identify potential software issues.
• Adhere to all company policies and procedures related to data privacy and security.

Required Skills

• Proven experience in a customer service or support role, preferably in a virtual environment.
• Basic understanding of software applications and operating systems (Windows, macOS).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with common office software (Microsoft Office Suite, Google Workspace).
• Ability to work independently and manage time effectively in a remote setting.
• High-speed internet access and a dedicated home office workspace.

Preferred Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Familiarity with remote desktop software and collaboration tools.
• Prior experience in a technical support or IT helpdesk role.
• Certification in relevant software or customer service disciplines.

Perks & Benefits

• Competitive hourly pay with opportunities for overtime.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee assistance program (EAP).
• Opportunities for professional development and career advancement.
• Dell employee discounts on products and services.
• Flexible work schedule in a 100% remote environment.
• Virtual team-building events and activities.

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