Tecnico de Campo Soporte Impresoras

Tecnico de Campo Soporte ImpresorasDescription -Responsibilities: Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.Monitor the service event through completion for compliance.Manage the service requests of customers through different access channels.Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.Leads in projects for process or quality improvements and documents changes.Works with escalated customers and drives actions in post incident reviews.Manages multiple tasks or cases simultaneously without supervision.May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.Education and Experience Required: High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level educationKnowledge and Skills: Superior communication skills both written and verbalExperience in customer facing role either remote or face to faceUnderstands internal processes and toolsComputer proficiencyProblem solving skillsAccuracy in data entryExcellent fluency in language to be supported.Experience in a phone based remote roleFamiliarity with computer technologyTime management skillsOversee compliance with operating procedures and standardsAdvanced knowledgeable in call routing and case management processes and obligation systems.Strong understanding of internal processes, tools and usage of such tools in managing daily tasksOrganizational skills to manage workflow and tasksProcess analysis and documentationAbility to mentor and train new agentsAbility to participate or lead in projects for process or quality improvements#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (Argentina)Travel -NoRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.