Description
HP is seeking a Technical Support Representative responsible for independently handling complex customer issues related to ACS/Workstations, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters.
The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organisational performance.
Responsibilities
- Addresses complex customer issues independently, ensuring adherence to established protocols.
- Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
- Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement.
- Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
- Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
- Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
- Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
- Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
- Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
- Analyses tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organisational performance.
Education & Experience Recommended
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including:
- 4-12 weeks fully paid parental leave based on tenure
- 13 paid holidays
- 15 days paid time off