Technical Support Consultant Expert

hace 6 días


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo
About the Role

We are seeking an experienced Technical Support Consultant to join our team at Hewlett Packard. As a Technical Support Consultant, you will be responsible for resolving technical issues from incoming internal or external contacts and proactive notification systems.

Responsibilities
  1. Resolve complex technical issues related to hardware and software through effective troubleshooting and problem-solving skills.
  2. Respond to service, product, technical, and customer inquiries in a timely and professional manner.
  3. Proactively assist internal or external businesses and end-users to avoid or reduce problem occurrence through regular maintenance and upgrades.
  4. Evaluate unique or complex installations or configurations and provide recommendations for resolution.
  5. Articulate clearly in writing and verbally, documenting case resolutions in our Knowledge Management System (KMS).
  6. Represent Hewlett Packard in face-to-face customer location visits, industry conferences/trade shows, vendor meetings, etc.
  7. Engage with team members for support as required to ensure internal or external business and end-user/client SLA demands are met.
  8. Develop partnerships with the Sales Pursuit team to drive business growth.
Requirements
  • Vocational training: completion of apprenticeship/certification programs, including on-the-job training, may include diploma recognition.
  • 1-3 years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.
Skills and Qualifications
  • Excellent verbal and written communication skills in English.
  • 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 and knowledge.
  • Ability to understand and advocate for customer needs.
Estimated Salary Range

$60,000 - $90,000 per year, depending on location and experience.



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