Dell Customer Support Mgr 1 in Cork, Ireland

Job Description:

People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Customer Service unit at Dell, we are looking for a Customer Support Escalation Manager (CSM1 )to join our team in EMEA .

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We 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

Key responsibilities

Global escalation Management Provides focus within DELL EMC for all service issues to our internal and external customers. The successful candidate applies technical expertise in order to resolve complex customer issues by coordinating the technical support between the field and Customer Service managers. You will interface with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.

  • Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering.

  • Analyses customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues.

  • Controls and directs internal resources in terms of setting time requirements and expectations.

  • Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution.

Essential requirements

· Organizational skills.

· Ability to work independently.

· Excellent in English language both verbal and in writing.

· Communication skills.

· Interpersonal skills.

  • Sense of urgency.

  • 5 yrs experience in IT environment

Desirable requirements

  • Having an additional language skill

  • Knowledge of Legacy EMC products.


Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

Critical Hiring Criteria:

Functional Area(s):

Customer Service & Support


EMC Corporate

Business Unit:



Ireland - Cork