Deliver remote operational support for print infrastructure for LATAM countries (MCA/MX).
Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.
Responsibilities: Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's 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 (warranty through mission-critical). . Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process. Review and may resolve complex business issues. Excellent communication skills. Add case resolution to KMS. Understand and utilize Information Technology Information Libraries (ITIL). Represent and participate on an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Partners frequently with the Sales Pursuit team.
Education and Experience Required: Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred. 3-5 years experience in relevant technologies and customer environments. Relevant industry qualification where applicable.
Knowledge and Skills: Excellent verbal and written communication skills in language to be supported. Experience in troubleshooting in a technical environment. Experience in technical support (customer satisfaction) Excellent analytical and problem solving skills. Software and hardware knowledge of computing, storage and peripheral devices. Advanced proficiency with case management databases and tools. Superior customer service skills. Phone and remote support. Partners frequently with the Sales Pursuit team. Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents. Ability to lead resolution activities with escalated customers. Ability to contribute to technical action plans. Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).