common business issues. Works on problems of moderately complex scope. Acts as
an informed team member providing analysis of information and limited project
direction input. Exercises independent judgment within defined practices and
procedures to determine appropriate action. Follows established guidelines and
interprets policies. Evaluates unique circumstances and makes recommendations.
Responsibilities
* Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
* Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
* Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
* Evaluate unique or complex installations or configurations and make recommendations for resolution.
* Articulate clearly in writing and verbally. Add case resolution to KMS.
* Represent HP in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
* Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
* Develop partnership with and assist the Sales Pursuit team.
Education And Experience Required
* Education of practical studies in electrical / electronics / machinery or a parallel technical background.
* Up to 3 years experience in relevant technologies and customer environments.
* Relevant industry qualification where applicable.
Knowledge And Skills
* Excellent verbal and written communication skills in language to be supported (English).
* Experience in troubleshooting in a technical environment.
* Excellent analytical and problem solving skills.
* Software and hardware knowledge of computing, storage and peripheral devices.
* Advanced proficiency with case management databases and tools.
* Superior customer service skills.
* Phone and remote support experience. E-support experience and knowledge .
* Understand the customer to be an advocated for the customer.
About HP
You’re out to reimagine and reinvent what’s possible—in your career as well as
the world around you.
So are we. We love taking on tough challenges, disrupting the status quo, and
creating what’s next. We’re in search of talented people who are inspired by
big challenges, driven to learn and grow, and dedicated to making a meaningful
difference.
HP is a technology company that operates in more than 170 countries around the
world united in creating technology that makes life better for everyone,
everywhere.
Our history: HP’s commitment to diversity, equity and inclusion – it's just
who we are.
From the boardroom to factory floor, we create a culture where everyone is
respected and where people can be themselves, while being a part of something
bigger than themselves. We celebrate the notion that you can belong at HP and
bring your authentic self to work each and every day. When you do that, you’re
more innovative and that helps grow our bottom line. Come to HP and thrive!
