テクニカルサポート担当（主にビデオ会議システム製品等担当）

Description -

◆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

・ ヒアリング内容の再現及び、検証

・解決できない場合は、上位部門に状況・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

・ITやハードウェアのテクニカルの知識がある方

・テクニカルサポートの経験がある方

・流暢な日本語能力（仕事での日本語使用の経験）

・ビジネスレベルの英語力

【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、英文）、履歴書（写真不要）

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Job Summary
• This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Responsibilities
• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
• Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers

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

Impact & Scope
• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

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.

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