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Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.
Responsibilities:
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Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
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Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
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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 (for example warranty through enterprise).
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Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
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Work is reviewed periodically by Supervisor or Team Lead.
Education and Experience Required:
- High school education or equivalent. Typically requires 1- 3 years general experience, or equivalent combination of experience and college level education.
Knowledge and Skills:
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Superior skills in both written and verbal communication.
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Experience in customer facing role either remote or face to face.
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Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming.
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Problem solving skills.
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Accuracy in data entry.
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Excellent fluency in language to be supported.
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Experience in a phone based remote role, e- support, e-chat or similar.
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Familiarity with computer technology.
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Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems .
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Understands internal processes and tools.
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Knowledge of Knowledge Management Systems and appropriate documentation to the system.
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!
Equal Opportunity Employer (EEO):
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
