Personal Systems Call Center Agent

Personal Systems Call Center AgentDescription -Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.Responsibilities: Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.Successfully resolve moderate 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 through enterprise).Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.Work is reviewed periodically by Supervisor or Team Lead.Education and Experience Required: College degree in Electronics Engineering or similar.Typically requires 1- 3 years general experience, or equivalent combination of experience and college level education.Knowledge and Skills: Bilingual - English and French.Excellent fluency in language to be supported.Superior skills in both written and verbal communication.Experience in customer facing role either remote or face to face.Computer proficiency with applicable software applications (for example Microsoft Office, Excel).Problem solving skills.Accuracy in data entry.Experience in a phone based remote role, e- support, e-chat or similar.Familiarity with computer technology.Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems .Understands internal processes and tools.Knowledge of Knowledge Management Systems and appropriate documentation to the system.HP Canada is an equal opportunity employer. We welcome the many dimensions of diversity.  Upon request by qualified candidates, accommodation of special needs may be considered during all stages of the selection process within the framework of the HP Accommodation Policy.  If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail hrgsglobalstaffing@hp.com. Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.In order to satisfy our contractual obligations with clients, the successful candidate will be required to pass a basic, standard Criminal Records check.  You will also be required to sign off on HP's Confidentiality, Non-Solicitation and Conflict of Interest Agreement.Job -ServicesSchedule -Full timeShift -No Shift premium (Canada)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