Job Summary
Being part of the Customer Support, Field & Channel organization, the Advanced Technical Support and Customer Assurance (ATS&CA) teams provide world class technical elevation and proactive account management to customers and partners globally.One of those teams -the ATS&CA Computing EMEA team- is covering Europe, Middle East, and Africa (EMEA) theatre, has the charter to provide efficient technical elevations’ resolution, while preventing them by ensuring technical know-how, for all customer facing outsourced companies providing post-sales services on behalf of HP.
As an Advance Technical Support Engineer for Computing business, You will develop subject matter expertise to solve common and complex hardware & software issues within established guidelines. Your primary accountability will be solving those customer technical incidents that the first level of support (mainly contact centers) are not able to solve (the most complex and new technical issues). Your day-to-day activities will require you to investigate, troubleshoot and resolve customer’s technical issues, both remotely and live. You will be supported by a group of technical experts in the R&D organization, but at the same time you will need to focus on technical elevation prevention, by leading the relationship with the first level technical support to raise their technical level and limit the number of cases they are not able to solve.
Responsibilities
• Resolve moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
• Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
• Supports internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
• Exhibits excellent communication skills and integrates case resolutions into the Knowledge Management System (KMS).
• Collaborates seamlessly with external partners, facilitating the seamless adoption of advanced systems while providing unwavering support for innovative services.
• Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
• Represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
• Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• 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 provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Partner actively with the Sales Pursuit team.
• Superior customer service skills.
• Ability to solve and document solutions for usage of other technicians and customers.
Education & Experience Recommended
• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 8-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.
• Minimum 24 months in INT job level
Knowledge & Skills
• Computer Science
• Customer Relationship Management
• Customer Support
• Operating Systems
• Product Support
• Root Cause Analysis
• Technical Services
• Technical Support
HP PC. Thinclients. RPOS, product knowledge and expertise
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Complexity
• Responds to moderately to high complex issues within established guidelines.
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.
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