Technical Solutions Specialist

hace 2 semanas


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

Job Overview

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We are seeking a highly skilled Technical Solutions Specialist to join our team at Hewlett Packard. As a key member of our support team, you will be responsible for resolving technical issues related to hardware and software.

About the Role

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This is a customer-facing role where you will interact with internal or external businesses and end-users to resolve their technical queries. You will also be required to proactively assist clients to avoid or reduce problem occurrence.

Key Responsibilities

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- Successfully resolve technical issues (hardware and software) from incoming internal or external business contacts and end-user notifications.
- Respond to service, product, technical, and customer inquiries.
- Proactively assist internal or external businesses and end-users to avoid or reduce problem occurrence.
- Evaluate unique or complex installations or configurations and make recommendations for resolution.
- Articulate clearly in writing and verbally.
- Add case resolution to Knowledge Management Systems (KMS).
- Represent HP in face-to-face customer location visits, industry conferences/trade shows, vendor meetings, etc.
- Engage team members for support as required to ensure internal or external business and end-user/client SLA demands are met.
- Develop partnerships with and assist the Sales Pursuit team.

Education and Experience

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- Vocational training: apprenticeship/certification completion.
- May be technical or non-technical, including on-the-job training in addition to studies.
- Advanced programs may be 2+ years.
- Associate degree: first attainable degree at the post-high school level, typically 2-year completion beyond High School level.
- 1-3 years' experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.

Knowledge and Skills

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- 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.
- Understand the customer as an advocate for the customer.



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