Détails de l'annonce
Référence:
114795
Publiée le:
13 mars 2020
Type de poste:
CDI
Lieu de travail:
Ariana, Tunisie
Expérience:
Aucune expérience
Étude:
Bac + 3
Disponibilité:
Plein temps
Langues:
Anglais
Entreprise:
HEWLETT PACKARD ENTREPRISES
Secteur: informatique / télécoms
Taille: Entre 200 et 500 employés
Description de l'annonce:

Responsibilities

  • Provide technical support via telephone or electronically to customers, partners and HPE employees in line with defined CSC procedures. This will include diagnosis of hardware problems and software support.

  • 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 user’s problems via telephone and e-support.

  • Elevate calls to the appropriate skill level in line with defined CSC procedures in order to ensure timely resolution and to maintain customer satisfaction.

  • 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.

  • Engages team members for support as required to ensure internal or external business and end user SLA demands are met.

  • To consistently set and meet customer expectations and continually develop customer service skills.

Education and Experience

  • IT engineering Diploma or 3 year completion beyond High School level and beyond

  • Helpdesk experience is an advantage.

Knowledge and Skills

  • Excellent verbal and written communication skills in English

  • Excellent analytical and problem solving skills.

  • Software and hardware knowledge of computing, storage and peripheral devices.

  • Superior customer service skills.

  • Phone and remote support experience is a plus.