Working more independently and from a standard protocol to respond to customer issues.
Moderate judgment may be used to supplement the outlined process.
Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
Proactively assist customers to avoid or reduce problem occurrence.
Participates in projects for process or quality improvements.
Work is reviewed periodically by Supervisor or Team Lead.
Education and Experience Required:
High school education or equivalent.
Typically requires 1-3 years general experience, or equivalent combination of experience and college level education.
Knowledge and Skills:
Superior skills in both written and verbal communication
Experience in customer facing role either remote or face to face
Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
Problem solving skills
Accuracy in data entry
Excellent fluency in language to be supported.
Experience in a phone based remote role, esupport, e-chat or similar
Familiarity with computer technology
Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
Understands internal processes and tools
Knowledge of Knowledge Management Systems and appropriate documentation to the system
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