Description -

Indigo Remote Support Engineer

Provide best in class Engineering remote support diagnoses for external and internal customers.

As trusted advisor, should be self-motivated and will create and maintain effective customer relationships so as to ensure customer satisfaction by providing firsthand resolution to technical highly complex in nature malfunctions, should maintain knowledge of leading-edge technologies and actively contribute to HP’s technical knowledge portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer engagement.

This role is supporting clients in North America hence fluency in English is a must.

Responsibilities:

• Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue.

• Responsible for implementing part or all the technical solution to the client, in accordance with an agreed technical design and following the Remote Technical Support processes.

• Remote resolve technical issues from end user’s contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general.

• Integration between different department in the company in order to provide End to End professional complete solution to the customers – customer service oriented!

• Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer).

• Provide ongoing ideas on improvement in the field of remote Engineering.

• Integrate technical knowledge and business understanding to create solutions for customer.

• Provide Standby After-Hours support based on a rotation schedule, with expectation of covering at least one shift each month, supporting 24x7 and 18x6 customer entitlement

• Team player - collaboration and ONE TEAM ONE GOAL approach

Knowledge and Skills:

• Excellent verbal and written communication skills to interact with customers and internally.

• Experience in a customer facing role (onsite support, remote support or similar) will be valued.

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

• Has sufficient depth and breadth of technical knowledge to be individually responsible to carry out any remote technical support.

• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.

• Able to communicate with internal management confidently and demonstrate the professionalism of the job family.

• Demonstrates the use of consulting skills including: questioning, listening, development ideas.

• Ability to perform while under high-pressure situations.

• Understanding customer needs and setting the right priorities for each case.

• Owns and produces customer documentation. Ability to translate technical details into concise and easy to follow steps.

• Advanced English

Education:

• High School Diploma, College Degree in a technical field - preferred

• Preferred: Minimum three (3) years customer service: Remote, Onsite

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"