Volume Service Business Technical SupportDescription -HP is the world’s leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works. At HP, the future is yours to create!Job Summary• This role is responsible for ensuring effective onsite delivery of hardware support services, providing software services and post-sales support, and addressing customer concerns for local and remote accounts. The role involves maintaining high customer satisfaction by proper handling of technical issues and coordination of complex problem-solving efforts. The role also entails overseeing departmental tasks, identifying improvement opportunities, and proactively monitoring and troubleshooting problems while mentoring lower-level roles for organizational improvement.Responsibilities• Offers software services, post-sales assistance, and addresses application-related concerns for both remote and local accounts, spanning standard and specialized systems.• Delivers direct post-sales technical support for systems to end-users and organization’s authorized service providers.• Maintains a consistently high level of customer satisfaction by clearly understanding customer requirements and ensuring their fulfillment.• Handles customer-related issues promptly and effectively, adhering to established protocols for issue escalation.• Troubleshoots technical issues on assigned hardware and software platforms, while also utilizing proactive monitoring procedures and tools to identify opportunities for problem prevention.• Works with support and development teams on complex, escalated issues to ensure customer satisfaction.• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.Education & Experience Recommended• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.• Typically has 8+ years of related work experience, preferably in hardware support, post sales delivery support, installation, or a related field. Why HP Australia?Australian Market Leader across PC & PrintA wide and varied product portfolio to marketRecognised globally as an Employer of Choice and certified as a Great Place to Work 2023Cultivates and encourages a diverse and inclusive culture with multiple Business Impact GroupsGold Level, Skilled Workplace Accreditation from Mental Health First Aid AustraliaMarket Leading Mentoring ProgramRecognised and one of the world’s most sustainable companiesWellness ProgramsFlexible work environmentSupportive team cultureAlso encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.Thanks for taking the time to review our available position, if you think it is a match for your experience and interests please apply today – we are eager to learn more about you!#LI-POSTJob -ServicesSchedule -Full timeShift -No shift premium (Australia)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.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement
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