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Business Operations Analyst - 12 month contract

Location:
Bracknell
Company:
Dell

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Business Operations Analyst

Competitive salary

Bracknell, UK

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.

This role sits within RSA Security, part of Dell Technologies. RSA Business-Driven Security™ solutions help customers comprehensively and rapidly link security incidents with business context, enabling them to respond effectively and protect what matters most. Our award-winning solutions for threat detection and response, identity and access assurance, consumer fraud protection, and business risk management help RSA customers thrive in an uncertain, high-risk world.

This role suits someone with extensive customer service experience, dealing directly with customers both verbally and in writing, in either a general customer support or a call center setting. We seek strong organizational skills, ability to manage one’s own workload, whilst working as a team to deliver exceptional customer service and to meet personal, team, and organizational goals.

Full training and support is provided for the role, via on-the-job training and key written processes.

Key Responsibilities:

  • Following security processes to validate customer contacts and manage ongoing communications
  • Logging customer support requests via email and telephone
  • Researching licenses/orders in SAP to qualify customers for support
  • Troubleshooting and supporting customer portal access and usage queries
  • Communicating with customers directly, via support cases, email and telephone to resolve customer portal queries
  • Coordinating with other teams, within RSA, to route and solve broader customer requests

Essential requirements:

  • Exceptional customer service skills
  • Excellent standard of written English
  • Proven analytical and trouble shooting skills
  • Very confident with volumes of inbound email (Outlook) and personal case work
  • Ability to Pay attention to smaller details and following set guidelines
  • Initiative to identify opportunities for improvements
  • Desire to work as a part of a supportive global team
  • Ability to learn and work at fast pace

Desirable Requirements:

  • SAP or similar
  • Saleforce.com or similar
  • Languages are not required; however they may put a candidate at an advantage

Benefits:

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.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

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