Neil Dielman Email & Phone Number

Austin, Tx

My position entails identifying a HCLS customer's enterprise needs/pain-points, offering solutions, and assisting in closing these business deals solo or in tandem with my account managers and field resources.

My technical sales role entails that I identify a middle-market customer's enterprise needs/pain-points, offer solutions, and assist in closing these business deals solo or in tandem with my account managers and field resources.

Technical support coach and acting technical supervisor for technical support agents in a call center environment

I took Dimension (desktop) calls within 21 days of their invoice date and troubleshot customers’ issues until resolution took place taking ownership when necessary. These calls were root caused in an attempt to understand why the call took place. I also reported any technical trends with the calls I took on a day-to-day basis in a database program which I also administered. We ultimately assisted the company in making sound business decisions to curb the costs inherent to these call generators and improve the customer experience by reducing these call catalysts.

This position entailed providing effective resolution to customers’ technical issues concerning Dell computers online. I typically handled multiple customers simultaneously via Motive’s Support Desktop chat software (Dell Resolution Assistant). I also worked with team members to devise creative and innovative approaches to “get the job done” where established procedures did not exist (brand new team and concept). I was also responsible for authoring new text macros that were utilized by fellow technicians to communicate concise and digestible resolutions to customers’ problems online.

I provided phone support to customers on operational and maintenance issues concerning our Dell products.

I provided phone support to customers on operational and maintenance issues concerning our Dell products. My contract with Interim ended after six months of service once Dell Computers extended me a permanent job offer.