Company Name: HP
Position:Associate Project Manager
Experience:0 – 1 Years
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end users contacts and proactive notification systems.
Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Resolve incoming internal or external businesses and end users problems via telephone and e-support.
Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).
Proactively assist customers to avoid or reduce problem occurrence.
Represent HP in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Engages team members for support as required to ensure internal or external business and end user Service Level Agreements (SLA) demands are met
Begin to partner with and assist the Sales Pursuit team
Is generally engaged in less complex support tasks relative to peers.
High energy team player
Creative and imaginative in developing customer solutions alone or as part of a team
Education and Experience Required:
High School: completion of post primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, A levels (U.K), Baccalaureate (France), etc.). 0-1 year experience in relevant technologies and customer environments. Relevant industry qualification where applicable.
Knowledge and Skills Required:
Excellent verbal and written communication skills in language to be supported
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
Established in 1988, India is one of the largest and most diverse sites for HP outside of the US. Based on revenue, HP in India is the country”s Number One domestic company and is also the Number One multinational company [Source: Data Quest 2009*]. Based on revenue, HP is the country”s number one domestic company as well as the top multinational company in the IT industry. It is one of the nation”s largest employers, with businesses spanning customer support to R&D and systems engineering. HP is ranked among the top 10 Best Companies to work for by Business Today, a leading Indian publication, and it is recognized as a Hewitt Best Employer (2009). We are also the leading brand across many product and services categories and have won critical acclaim at the NASSCOM Foundation Social Innovation Honors” (2009). HP”s participation in national climate change consortiums provides a valuable opportunity to lead and drive the country”s transformation to a low-carbon economy.
How to Apply: