Technical Support Representative - International Voice
Technical Support Representative - International Voice
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Job Description
Description
Job Summary
This role is responsible for addressing customer concerns using established protocols and occasional discretionary judgment resolving simple to moderately complex technical problems and providing comprehensive responses regarding products and services. The role initiates proactive customer assistance collaborates for tailored solutions and adheres to company standards while completing routine to moderately complex tasks. The role assists in process implementation supports operational plans and contributes to knowledge sharing within the team.
Responsibilities
Operates within established protocols and employs documented procedures to address customer concerns with occasional discretionary judgment to complement the outlined process.
Resolves simple to 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 more complex warranties.
Initiates proactive customer assistance aimed at preventing or minimizing the occurrence of problems.
Recommends tailored customer solutions through effective collaboration with various stakeholders.
Provides valuable input to customer solution offerings aligning recommendations with specific requester needs.
Acquires job skills becomes familiar with company policies and completes routine to moderately complex assignments/tasks while making suggestions for continuous improvement.
Adheres to established company legal and regulatory standards and guidelines and ensures confidentiality in all dealings with company data.
Assists in implementing new processes supports departmentlevel operational plans and shares technical information with colleagues and clients.
Solves defined problems using established procedures and delivers basic technical administrative or operative tasks under direct instruction and close supervision.
Education & Experience Recommended
Any Graduation and work experience or demonstrated competence.
Typically has 13 years of work experience preferably in remote support telephone support Internaltion voice process 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 immediate team and acts as an informed team member providing analysis of information and limited project direction input.
Complexity
Works on assignments that are routine to moderately complex in nature and require basic 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.
Job
ServicesSchedule
Full timeShift
No shift premium (India)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
Required Experience:
Intern
Employment Type
Full-Time
