Dell AB söker Operations specialist

Dell AB, Nordic Service Operations is looking for Operations Specialist GENERAL SUMMARY May be responsible for operating single or multiple position automatic telephone system by placing and receiving local and routine long-distance calls.Answer and route incoming calls and/or escalate when necessary.Interact with third party repair personnel as business needs require.Responsible for a proactive engagement towards Dell's partners and Support personnel to ensure resolution of service incidents within contracted SLA's.Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.Assures Business Continuity based on management instructions.Normally receives no instructions on routine work, general instructions on new assignments.Ensure proper escalation procedures are followed.Perform assigned functions according to standardized policies and procedures. PRINCIPAL DUTIES AND RESPONSIBILITIES . Respond to field service representatives with non-technical or logistic problems/issues over the phone, assist in determining solutions and reroute technical calls to relevant personnel within the Technical Support organisation. . Answer and route calls to proper personnel or department(s) and escalate as necessary.. Proactively coordinates execution of service field incidents together with Enterprise and client Support, Dell Service Providers and Dell Logistic Provider to drive resolution of (escalated) service issues. . Escalate problems when unable to make proper determination..Takes ownership on DSP and DLP related actions on enterprise and client calls and assures service delivery according SLA with customer.. Acts as trouble shooter on non technical issues on enterprise calls and client call's.. Is responsible for call control according established reporting tools.. Has excellent working knowledge of service delivery procedures . Take care of case ownerships that are send to the CSBO team..Mailbox questions to be handled. COMPETENCIES (each heading to have description and pick list) Ø Managing Work Ø Customer Focus Ø Drive for Results Ø Managing and Developing Yourself Ø Dealing with Ambiguity Ø Problem Solving Ø Functional/Technical Skills Ø Communication Skills Ø Analytical skills Welcome with your application!