MPS VAS Technical Solutions Representative at HP Law

Raoued, Ariana, Tunisia -

Full Time

Start Date

Immediate

Expiry Date

20 Mar, 26

Salary

0.0

Posted On

20 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Problem Solving, Communication, Data Entry, Hardware Support, Software Support, French Language, English Language, Spanish Language, Process Improvement, Time Management, Mentoring, Compliance, Technical Skills, Microsoft Office, CAD

Industry

IT Services and IT Consulting

Description

Logs the call in to a data base Ensures that the customer is entitled to the service, validate customer contract details Manages all French BF HW service requests and enquirers of customers received through different access channels Manages customer expectations and identifying customer problems and solve them Performs re-entitlement and clarification Contacts customer for DBD needed. Monitors the service event through completion for compliance. Handles timely elevation and/or escalation, when get complex problem Participates in projects for process or quality improvements. Provide feedback for operation excellence. Manages multiple tasks or cases simultaneously with minimal supervision. Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process. Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer 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 (for example warranty, enterprise and some mission-critical). Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements. May act as a mentor to lower-level employee working on similar hardware and software. Key deliverables Process descriptions are strictly followed. Focus on customer satisfaction. Ensure all inbounds and outbound calls are managed on time (SLA) Worked out cases in given timeframes (Turn-Around-Time) Ensure cases are worked out according to the quality criteria and requirements. Personal targets are achieved. Strictly follows company policies, procedures, and Standards of Business Conduct High school education or equivalent.3- 5 years general experience, or equivalent combination of Experience and college level education Excellent language skills, depending on the scope: English/Frensh/Spanish Excellent verbal and written communication mainly in Frensh,English,Spanish other, language will be considered as an advantage. Experience in customer-facing role, remote support, telephone, e- support, e-chat or similar. Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming. Has recognized technical skill in the range of products supported within relevant product lines - A4, A3 Gemstone devices and DesignJet PL30 s. Job - Services Schedule - Full time

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Responsibilities

The role involves logging customer calls, validating service entitlements, and managing hardware service requests. Additionally, it requires resolving technical issues and ensuring customer satisfaction while adhering to company policies.