Today HP is a $50+ billion fortune 50 company with just under 50,000 employees worldwide across 190 countries. HP is about innovation, it’s who we are and what we have been doing since 1939, we keep reinventing ourselves.
Together we challenge convention, pushing each other to surprise the world.
Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments / tasks in creative and effective ways.
Comprehensive understanding of the general / technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical / specialized knowledge to resolve problems and / or develop recommended solutions.
Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments.
Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
Train peers and new agents on job related material, solutions and new products
Monitor Backlog and help Technical representative to find solutions for open cases
Initiate and lead technical action plans
Act as a mentor and guide other employees
Assist Technical representatives in real time
Backlog Daily Monitoring
Weekly analysis of RR missed opportunities
Daily analysis of FTF & Missed cases
Low Performers Monitoring and Coaching
Support the technical trainings & assessments
Conduct and document regular technical trainings, workshops and NPI
Participates in projects and provides resolution and feedback based on analysis
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
Provide direction and guidance to process improvements
Education and Experience Required :
High school education or equivalent. Typically requires 3- 5 years’ general experience, or equivalent combination of Experience and college level education.
Knowledge and Skills :
Superior skills both written and verbal communication.
Experience in customer facing role, remote support, telephone, e- support or similar.
Computer proficiency with applicable software applications
Has recognized technical skill in the range of products supported within relevant product lines; focus on a specific product line -
for example, Laser jet and office jets.
Knowledge and experience using Knowledge Management systems.
Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today we are eager to learn more about you.
If you know a friend who may be a fit for the job please refer them.