At HP, talent is our criteria. Join us in reinventing the standard for diversity and inclusion. Bring your awesomeness, and just be you!

Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non- exempt employees.

Responsibilities:

• Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
• Train peers and new agents on job related material, solutions and new products
• Monitor Backlog and help Technical representative to find solutions for open cases
• Initiate and lead technical action plans
• Act as a mentor and guide other employees
• Assist Technical representatives on real time
• Backlog Daily Monitoring
• Weekly analysis of RR missed opportunities
• Daily analysis of FTF & Missed cases
• Low Performers Monitoring and Coaching
• Support the technical trainings & assessments
• Conduct and document regular technical trainings, workshops and NPI
• Participates in projects and provides resolution and feedback based on analysis
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
• Provide direction and guidance to process improvements
  

Education and Experience Required:

• High school education or equivalent. Typically requires 3- 5 years’ general experience, or equivalent combination of Experience and college level education.

Knowledge and Skills:

• Superior skills both written and verbal communication in French and in English.
• Experience in customer facing role, remote support, telephone, e- support, e-chat or similar.
• Computer proficiency with applicable software applications (for example Microsoft Office).
• Has recognized technical skill in the range of products supported within relevant product lines, mainly Desktop, workstation products.
• Collaborates with CC and peers on resolving issues.