Call Center Agent

Description -

This role is responsible for independently addressing customer concerns using established protocols resolving moderately complex technical issues and providing comprehensive responses about products and services. The role actively collaborates with teams contributes to customer solution offerings and aligns their work with global strategies. The role adheres to standards maintains data confidentiality and completes process-oriented assignments with minimal supervision.

Responsibilities
Operates almost independently adhering to established protocols to address customer concerns with a degree of moderate judgment to complement the outlined process.
Resolves moderately complex technical problems encompassing hardware and software through incoming customer interactions 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 such as extended warranty coverage through the enterprise.
Assists customers proactively to mitigate or prevent the occurrence of problems while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
Works effectively with clients programmers QA testers and managers to ensure seamless project outcomes.
Provides valuable input to customer solution offerings aligning recommendations with specific requester needs.
Aligns individual work with strategy collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
Adheres to established standards ensuring data confidentiality and supports execution of business processes with independent judgment.
Completes process-oriented assignments shares technical information and supports department-level operational plans.
Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 4-6 years of related work experience preferably in remote support telephone support technologies and customer environments or a related field.

Preferred Certifications
NA

Knowledge & Skills
Active Directory
Agile Methodology
Automation
Computer Hardware
Computer Science
Desktop Support
Help Desk Support
Information Technology Infrastructure Library
Issue Tracking
IT Service Management
Linux
Microsoft Azure
Microsoft Office 365
Microsoft Windows 10
Operating Systems
Peripheral Devices
Scripting
ServiceNow
Technical Support
Windows Servers

Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope
Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

About HP

HP creates new possibilities for technology to have a meaningful impact on people businesses governments and society. A Fortune 500 Company HP brings together a portfolio that spans printing personal computing software services and IT infrastructure 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. HP Canadas Talent Acquisition processes involve the use of technology including but not limited to artificial intelligence (AI) tools to support the screening assessment and selection processes. These tools are designed to enhance fairness and efficiency and all hiring decisions are reviewed by our recruitment team to ensure alignment with HPs hiring standards and applicable Provincial employment laws. This job posting is for an existing vacancy or a position expected to become vacant in the near future.

Compensation and Benefits

The typical base pay range for this role is$20to$29CAD hourly. Pay within this range will be based on the review of experience skills and internal a full time employee of HP Canada you will be eligible to participate in the companys group benefit programs including medical dental life insurance and disability coverage subject to the terms and conditions of the applicable plans. During your employment term you will receive 15 paid vacation days per year prorated based on your start date. Detailed information regarding benefitswill be provided upon hire and is subject to the terms and conditions of the applicable plans.

Equal Opportunity Employer:
HP Canada is an equal opportunity employer. We welcome the many dimensions of diversity. Upon request by qualified candidates accommodation of special needs may be considered during all stages of the selection process within the framework of the HP Accommodation Policy. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment please e-mail. Note: This option is reserved for applicants needing a reasonable accommodation related to a order to satisfy our contractual obligations with clients the successful candidate will be required to pass a basic standard Criminal Records check. You will also be required to sign off on HPs Confidentiality Non-Solicitation and Conflict of Interest Agreement.

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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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal