WW 2nd Tier Support Engineer is responsible for performing analysis and developing solutions for the issues that are coming from HP Partners or HP internal users.
Tier 2 agent should define and recommend interim strategies or thoroughly tested workarounds and facilitate communication to end users through defined processes.
Will participate in new tools & processes release implementation by observing the following :
During implementation of enhancements / changes / updates for regional tools / systems / assets ensures business test scenarios are executed and validated.
Helps with definition of test cases when required / needed;
Give feedback during and post implementation;
Proactively suggest process updates and improvements to appropriate teams based on trend analysis.
Education and Experience Required :
Typically a Bachelor's degree or equivalent experience and 4-6 years related experience or Master's degree and 2-4 years experience.
4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry.
Technical training in hp or other manufacturers' product lines.
Knowledge and Skills :
Working knowledge of the field of Customer Relations.
Excellent verbal communication and customer service skills.
Intermediate-level knowledge of operating systems software.
Demonstrated writing / correspondence skills. Experience and demonstrated presentation skills.
Knowledge of legal ramifications / conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.