Customer Support - Technical

Description

Job Summary
This role is responsible for resolving moderate to complex technical problems providing comprehensive responses about services and products and assisting customers proactively. The role collaborates with various teams to ensure seamless project outcomes maintains customer relationships recommends improvements and coordinates departmental work while fostering positive relationships within the organization. The role operates independently using established protocols to address customer concerns with moderate judgment.

Responsibilities
Operates independently adhering to established protocols to address customer concerns with a degree of moderate judgment to complement the outlined process.
Resolves technical problems of moderate to complex nature 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 warranties enterprise agreements and even missioncritical support.
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.
Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
Applies extensive knowledge resolves complex issues and recommends improvements through creative and effective approaches.
Coordinates departmental work mentors the team and serves as an escalation point for different issues in the related area of work.
Identifies opportunities for improvement makes recommendations and also assures effective business controls through review analysis and verification.
Coordinates the functional work within the department assists various departments monitors process and fosters positive working relationships with associates and management.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 68 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

CrossOrg Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope
Impacts department and leads and/or provides expertise to functional project teams and may participate in crossfunctional initiatives.

Complexity
Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.

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.

Job

Schedule

Shift

Travel

Relocation

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.

If youd like more information about HPsEEO Policyor your EEO rights as an applicant under the law please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law Supplement