HP Recruits Technical Solutions Representative
Job Title: Technical Solutions Representative
Location: Port Harcourt
Description
- 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 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.
- Understand and utilize ITIL
- Represent and lead an HP team in a face to face customer location visit, industry
- Conference / trade show, vendor meeting, e.t.c.
- Partners actively with the Sales Pursuit team
Qualifications
Education and Experience Required:
- Technical Diploma or equivalent working experience
- Typically requires 3-5 years general IT related experience, or equivalent combination of experience and college level education.
Knowledge and Skills:
- Excellent verbal and written communication skills in language to be supported
- Advanced troubleshooting skills in a technical environment
- Excellent analytical and problem solving skills
- Advanced Software and hardware knowledge of computing, storage and peripheral devices
- Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support
- Advanced proficiency with case management databases and tools
- Superior customer service skills
- Phone and remote support experience. E-support experience, knowledge and resolution ability
- Ability to solve and document solutions for usage of other technicians and customers
- Ability train peers on solutions
- Ability to take full ownership for resolution with escalated customers
- Ability to lead technical action plans
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