Description -
Job Summary
• This role is a highly specialized, enterprise‑facing position responsible for managing complex, high‑risk customer issues involving executive stakeholders, legal sensitivity, reputational risk, and cross‑functional coordination. The work is outcome‑driven and digitally executed, relying on secure case management systems, written executive communications, real‑time virtual collaboration, and rapid decision‑making. This role is also responsible for effectively resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges.
Responsibilities
• Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
• Uses ability as a skilled specialist to resolve customer issues while maintaining required metrics.
• Display expert knowledge on the general aspects of the job.
• Consistently displays empathy, urgency, ownership, negotiation, and judgment for every customer interaction.
• Collaborates seamlessly with external partners, facilitating the seamless adoption of advanced systems while providing unwavering support for innovative services.
• Ability to work in both an individual and team capacity.
Education & Experience Recommended
• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.
Knowledge & Skills
• Automation
• Computer proficiency
• Customer Relationship Management
• Customer Support
• Operating Systems
• Product Support
• Root Cause Analysis
• Superior communications skills both written and verbal
• Technical Services
• Technical Support
• Time management skills
• Workflow Management
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Complexity
• Responds to moderately complex issues within established guidelines.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Job -
ServicesSchedule -
Full timeShift -
No shift premium (India)Travel -
Relocation -
Equal Opportunity Employer (EEO) -
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"