WW 2nd Tier Support Engineer
HP
Bucharest, Bucureşti, Romania
1 zi în urmă

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.
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