Job Responsibilities
Due to millions of dollars lost caused by outsourced and non-
headquarters call centers, a new department was created to review
and dispatch service calls setup by Level One technicians to make
sure the correct parts are being sent and that the customer's
address and other personal information is correct and up to
date. It has caused repeat service failures to drop from over
40% to 2%, saving well over $10M a year.
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Job Requirements
It does require at least a year in technical support with above-
and-beyond quality and metrics. Strong technical knowledge of
high-cost parts and escalation management procedures. No
educational requirements as far as I know. MCP/A+ preferred, and
Dell will pay for it if you pass.
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Uppers
Lots of slacking. Less work, more money. Very nice!
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Downers
After a few months it gets very boring. Same issues all the
time, little change. Did I mention it pays good?
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Lifestyle
Always M-F, 5x8 between 7AM and 8PM. Social events are picking up in the ACS
divisions; they had dropped off completely after the big layoffs in 2000. We're
finally starting to have a "Dell Culture" again.
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Compensation
$15.08 an hour! I got stock options when I started at dell. No
more.
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Advice to Jobseekers
The tech jobs of austin are very underpaid. Guess they are
everywhere. We're opening several new locations in extrememly
low-cost-of-living locations around the country including
Oklahoma, Idaho and Alabama. They're doing everything they can
to get the cheapester labor possible without outsourcing any more
departments to India, Panama, Manila, etc.
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