HP Federal-Field Technical Support
Posted on: 5 Feb 2021
All Cities, NY
Job Description
Job Descriptions
Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently. Receives general instructions on all work.
Responsibilities:
* Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.
* Successfully resolve simple to 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 more complex warranty).
* Begin to proactively assist customers to avoid or reduce problem occurrence.
* Work is often reviewed by Supervisor or Team Lead.
Education and Experience Required:
* High school education or Equivalent. To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.
Knowledge and Skills:
* Articulate in excellent written and verbal communication skills.
* 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.
* Demonstrated problem solving skills.
* Accuracy in data entry.
* Excellent fluency in language to be supported.
* Experience in a phone based remote role, e- support, e-chat, or similar.
* Familiarity with computer technology.
* Desirable: Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.
HP Inc.
Palo Alto, CA
HP Inc. provides personal computing and other access devices, imaging and printing products, and related technologies, solutions, and services in the United States and internationally. The company operates through three segments: Personal Systems, Printing, and Corporate Investments. The Personal Systems segment offers commercial and consumer desktop and notebook personal computers, workstations, thin clients, commercial mobility devices, retail point-of-sale systems, displays and other related accessories, software, support, and services.
The Printing segment provides consumer and commercial printer hardware, supplies, solutions, and services, as well as scanning devices. The Corporate Investments segment includes HP Labs and business incubation projects. It serves individual consumers, small- and medium-sized businesses, and large enterprises, including customers in the government, health, and education sectors. HP Inc. has a strategic alliance with Siemens AG; and collaboration with SmileDirectClub. The company was formerly known as Hewlett-Packard Company and changed its name to HP Inc. in October 2015. HP Inc. was founded in 1939 and is headquartered in Palo Alto, California.
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IndustryInformation Technology
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No. of Employees55,000
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Website
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Jobs Posted361
