テクニカルサポート（HP Poly製品）※未経験でもテクニカルに興味のある方歓迎です。

Description -

※経験や要件をすべて満たしていなくても、「ITやメカニックに興味がある」「テクニカルサポートにチャレンジしてみたい」という方、歓迎します！

◆Poly製品（ヘッドセット、ビデオ会議用システム等）のテクニカルサポート全般

【業務内容】

・HP Poly製品を購入されたお客様（法人企業、個人のお客様）からの問い合わせ対応

・内容をヒアリングし必要な技術的なサービスを初動から問題解決まで、一気通貫で対応する

・解決できない場合は、2次サポートに状況・詳細を的確に説明し、エスカレーションをする（国内・海外にいるサポートチーム）

・その他国内、海外のサポートチームとのミーティング（英語）

【求めるスキル、経験】

・カスタマーコミュニケーション（顧客対応）の経験がある方

★今後学びたい意慾のある方歓迎で！★​

・ITやハードウェアのテクニカルに興味がある方、学んでいく意欲がある方

・テクニカルサポートに興味がある方

・コミュニケーションを通して問題解決をすることが好きな方

・流暢な日本語能力（仕事での日本語使用の経験）

【その他】

・平日勤務（土日祝勤務はありません）

・リモート対応のみ（オンサイトはありません）

・ハイブリットワーク（在宅、オフィス※新宿）

【応募書類】

職務経歴書（日本語、あれば英文も）、履歴書（写真不要）

#LI-Post

Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently. Receives general instructions on all work.

Responsibilities:

• Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.
• Successfully resolve simple to 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 more complex warranty).
• Begin to proactively assist customers to avoid or reduce problem occurrence.
• Work is often reviewed by Supervisor or Team Lead.

Education and Experience Required:

• High school education or Equivalent. To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.

Knowledge and Skills:

• Articulate in excellent written and verbal communication skills.
• Experience in customer facing role either remote or face to face.
• Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming.
• Demonstrated problem solving skills.
• Accuracy in data entry.
• Excellent fluency in language to be supported.
• Experience in a phone based remote role, e- support, e-chat, or similar.
• Familiarity with computer technology.
• Desirable: Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.

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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.

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