DTC Dells how to follow along is ending all LVL 1 support positions here shortly. They did a massive push on BPO companies servicing dell clients where they were not required to have formal training on TECH so they could follow a flow chart on NBA. This will be the death of quite a few jobs for the industry if others adopt.
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@kj yeah and it is working in a 20 people team more than 85% aren't useful anymore, layed off then would safe the excess of dispaches done buy the robot.
DTC is now available to customers on the dell website.
Customers can go through the paths and it will auto dispatch parts. No agent interaction.
@dz I won't disagree, but it's unfortunately irrelevant.
EMC way of doing is gone for good, and in the latest years Support (within and outside IT) has undergone a massive enshittification.
The 2025 way of doing is that L1 are more and more script readers.
DTC can be sometimes be restrictive and often slows down resolution, even when the root cause is already clear. The scripted, linear structure prevents us from moving forward when customers provide key information upfront, which creates frustration on both sides. On top of that, we’re sometimes given outdated examples while also losing access to tools like BIOS simulations, yet expectations remain the same.
For example, a customer may already provide an error code and validation and confirm they tested a known-good hard drive, but the path still requires restoring BIOS to defaults before we can move forward. At that point, it feels less like real troubleshooting and more like just following a script.
@cc Anyone that came from the EMC side knows our L1 support used to be legitimate and even complex problems were solved by L1 more often than not. We don't have lame scripts or flow charts either. Sadly Dell has removed all opportunities for us to get training/become experts, basically forcing us to become their worthless version of frontline support aka call center workers.
L1 support is fake support basically everywhere: a bunch of people instructed to read a script.
Ever tried to contact your Internet provider for even a basic problem?
The moment you throw a simple technical concept, your "support" agent won't have any idea of what you're talking about.
I guess the idea is they are there to deal with monkey users, the ones who need to be told to make sure the plug is connected to the power outlet.
Something a bot can definitely take over.
I'm not worried, they did a pilot program for this on my team. There was major backlash from the customer's and the 3 month test was shut down after just a few weeks. This was probably In no small part due to NBA making ludicrous recommendations. Hardware replacements for driver issues, factory resets for failed memory, etc.
I was in Pro Support back in 2016 and I was easily and BY FAR the most technically minded and smartest person in our training class of 20. The funny part is that you didn't have to know a damn thing about tech, troubleshooting, or literally anything because you had all sorts of KB's and literal "flowcharts" of what to do if this happens, if that doesn't work then do this, etc etc etc...
I'm not surprised tbh
Well there aren’t many techs left to begin with. They haven’t hired in the US for years. I feel bad for them, but I’m sure some will be happy to get out.
Dells products are cr-p. Alienware use to be good until they bought them out. You spend 4000 USD on a system from dell and it arrives broken and not working then get told they can replace it and you have to spend weeks of your own time helping someone else troubleshoot the device. All parts are used and so are the system exchanges. Its sad that all those people are going to be out of a job soon
Boomi flow is a bih! Most of the LVL 1 techs as dell badge employees are going to get a rude awakening shortly. LVL 1 Customer service are starting to get replaced by RUI.