Tecnico de Campo Soporte Impresoras
Hp
Argentina
hace 2 días

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 education

    Knowledge and Skills :

  • Superior communication skills both written and verbal
  • Experience in customer facing role either remote or face to face
  • Understands internal processes and tools
  • Computer proficiency
  • Problem solving skills
  • Accuracy in data entry
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role
  • Familiarity with computer technology
  • Time management skills
  • Oversee compliance with operating procedures and standards
  • Advanced 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 tasks
  • Organizational skills to manage workflow and tasks
  • Process analysis and documentation
  • Ability to mentor and train new agents
  • Ability to participate or lead in projects for process or quality improvements
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