HP posted a job you might be interested in March 27, 2014 at 08:34AM

HP



Customer Solution Technician

United States, US - Computer Hardware, Computer Software, Information Technology and Services

About HP



HP is the world's largest provider of information technology infrastructure, software, services, and solutions to individuals and organizations of all sizes. Ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

At HP, we live for the big idea, the next great discovery. "Invent" is more than a word: it’s who we are. Our innovations in the key strategic areas of Big Data, Cloud, Mobility, and Security help shape the technology industry. Everything we do, we do to make technology more practical, usable, and valuable to our customers. Are you ready to give your career the boost it deserves?



INTRODUCTION TO ROLE



As a Customer Solution Technician, you will join an industry-leading organization in customer service and support and get engaged in the most advanced total customer experience excellence practices. You will solve various technical customer issues and answer service, product, technical, and customer relations questions incoming by various customer support communication channels such us telephone, email, e-chat, and ticketing system. You will also have the opportunity to collaborate across teams to drive improvements in achieving high levels of customer satisfaction. Aligning with HP’s technical career path, HP offers you both vertical and horizontal growth in engineering, IT, and services.



KEY RESPONSIBILITIES



• Work from a standard protocol, utilizing a documented process to respond to customer issues

• Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems

• Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues

• 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

• Collaborate across teams to resolve issues and help reproduce issues in lab environment



QUALIFICATIONS:



Required:



• Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields

• Experience with technical support and/or hardware and software computing, storage, and peripheral devices

• Knowledge and/or experience with updating Knowledge Management systems

• Passion for technology

• Eager, quick learner with strong team-work spirit

• Excellent oral and written English communication skills



Desired:



• Experience with troubleshooting in a technical environment

• Excellent analytical and problem-solving skills

• Advanced proficiency with case management databases and tools

• Superior customer service skills

• Phone and remote support experience

• E-support experience



No salary provided



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