Technical Solutions Consultant
HP Development Company
Heredia, Costa Rica
hace 6 días

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). .
  • Resolve incoming internal or external businesses and end user's problems via telephone and e-support.
  • Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).
  • Proactively assist customers to avoid or reduce problem occurrence.
  • Represent HP in a face to face customer location visit, industry conference / trade show, vendor meeting, etc.
  • Engages team members for support as required to ensure internal or external business and end user SLA demands are met.
  • Begin to partner with and assist the Sales Pursuit team.
  • Education and Experience Required :

  • High School : completion of post- primary level education prior to University study. Typically certified by diploma (i.
  • e., H.S. diploma, "A" levels (U.K), Baccalaureate (France), etc.).

  • 0-1 year 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.
  • 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 experience. E-support experience.
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