Technical Support Engineers capable of providing consistent; quality-oriented; technical responses to Field Engineers in support of HP product line. Serve as direct interface with
external customers, internal specialist and field or site engineers. Troubleshoot customer problems in a manner designed to answer technical inquiries and reduce rework. Interact directly with FE as it relates to parts orders and delivery; data collection, isolates problem, investigates causes, installation, recommend solution and managing change orders.
Complete post-contact tasks accurately upon call complition and escalations. Participate in programs directly related to call quality. Research products, services, procedures or operational issues and determines action. Maintains and expands knowledge of products, services, applications, basic usage, and procedures such as product enhancements or changes, latest configurations, warranty programs and contracts. Serves as the focal point analyzing data regarding customer inquiries, quality issues, programs and related processes.
Minimum Qualifications/Experience: 2+ years contact center or field service experience including direct customer interaction; diagnostics and confirmation of restoration. Excellent verbal and auditory capabilities are required. Have 2-year college degree or equivalent work experience. Demonstrated ability to understand and communicate technical information both verbal and written. Demonstrated ability to communicate effectively with a diverse set of contacts and apply independent judgment in a wide variety of situations. Skilled in the use of personal computers, network connectivity, peripherals, and related software including word processing, spreadsheet, e-mail and Internet tools and possess excellent typing skills. Demonstrated ability to handle time pressures, priorities, and multi-task and be flexibility in working hours. Additional skills Desired: Server technology experience; WFM (Clarify)database; Fireman database
I love the chance to be flexibility.