Tech Support Representative

Tech Support Representative

As pioneers in audio and video technology, we at HP uniquely understand the power of human connection. We've seen it drive innovation, solve problems, inspire action and power productivity. We are bringing together our portfolio of high-quality, proven products and services to connect people to what matters most -- whether it's their colleagues, customers, playlists or favorite games. Together, our technology will keep that connection strong and fuel a future collaboration and understanding, in spite of circumstances, distance or time zones.

The Role

Poly is seeking a qualified candidate who can work as a 1st Level Technical Support Representative. Candidates with a computer and networking background will be preferred for initial troubleshooting with customers and partners.

Key Responsibilities

• Creates cases within supplied Customer Relationship Management (CRM) system
• Provides direction to customers promoting online self-service and web based solutions
• Works with customers in a phone based remote role, e-support, e-chat, or similar environment
• Escalates unresolved customer issues to Tier 2.
• Manages and updates customer issues and requirements and responds in a timely manner
• Proactively assists customers and takes ownership of issues assigned and handled.
• Achieves specified performance goals
• Ready to learn and upskill to advance technical role.
• Adaptive to night shift without any persistent ailment or hindrance to work-life balance.

Job Complexity

Works on problems of elementary to moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.

Supervision

Normally receives general instructions on routine work, detailed instructions on cases as required and specific processes. Will be accountable for all tasks assigned for timely execution and completion.

What Do We Expect You To Bring?

• Fluent English.
• Prior experience in tech support with insights into modern day peripherals would be a plus.
• Preferable knowledge/background of Computer Science and elementary Networking.
• Any Technical (preferably Networking) certifications will be an added advantage.

As A Person You Feel Confident With:

• Problem solving and troubleshooting skills
• Customer focused
• Self-driven and independent and able to manage own time, goals & objective
• People oriented and a team player
• Strong communication skills, ability to build and maintain internal and external relationships
• Ability to work and perform under pressure

What Does HP Offer In Return?

• Working in one of world's leading companies in delivering simply smarter communication with innovative design and technology;
• Technical development & career program
• Smarter working;
• Working in an international environment.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation or on the basis of disability.

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"