Tech Support Jobs in Bangalore - Hippocampus Infotech Pvt Ltd

Key Responsibilities

• Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system
  
• Providing excellent customer service support to customers during every single interaction  
  
• Assisting end users to avoid or reduce problem occurrences 
  
• Adding case resolution to Knowledge Management System 
  
• Engaging support as needed to ensure SLA demands are met 
  
• Responding 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 (warranty through mission critical). 
  
• Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence. 
  
• Providing direction and guidance to process improvements. 
  
• Articulating recommendations and explain resolutions to clients. 
  
• Representing and leading an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. 
  
• Partnering actively with the Sales Pursuit team. 
  
• Requires engineers to work in any shift based on their alignment towards the specific region.
  

•  Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas 
  
•  Actively seeks to improve depth of knowledge & skills in key technologies -- methods, tools, processes 
  
• Increases cross-disciplinary skills & knowledge through application to improve work results    
•   Identifies opportunities that span a technical discipline and/or technology 

•   Providing excellent customer service experience to all customers during every single interaction 
  
•  Good communication skills including Voice and Accent and Grammar to bridge gaps   across Global regions occurring due to language barrier.
•  Good knowledge about the regions aligned – interfaces with the cultural knowledge about the Global regions we cater to.

Customer Experience Management (remote) 

•   Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support 
  
•   Addresses customer questions accurately 
  
•   Ensures timely and accurate routing of customer calls within HP organization 
  

•  Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP 
  
•  Demonstrates customer-oriented responsiveness in answering inquiries and troubleshooting issues through compliance 
  
•  Follows up issue resolution with customers to ensure satisfaction and internally to minimize future repetitions 
  

•  Applies knowledge of communication tools and resources to ensure customer satisfaction and accelerate information requests 
  
•  Overcomes barriers to face-to-face communication (e.g., through agile responsiveness, compelling personal style, etc.) 
  
•   Uses collaborative technology to overcome proximity challenges and support customer issues 
  
•  Understands call routing, case logging, and obligation systems 

• Takes ownership for the practice and contributes to the development of HP's technical  standards, direction, and the technical community 
  
•  Drives adoption of new industry-wide standards 
  
•  Formalizes and rejuvenates the knowledge base of HP's technical population. 
  
•  Provides opportunities for cross-connections between technologists in different organizations. 
  
• Champions improvements in the environment for the benefit of the broad technical community.