IT Technical Support Representative for Geely IT Service Desk

Description -

Responsibilities:

• Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
• Successfully resolve 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 IT call center for enterprise customer).
• Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
• Work is reviewed periodically by Supervisor or Team Lead.

 

Education and Experience Required:

• High school education or equivalent. Typically requires 1- 3 years general experience, or equivalent combination of experience and college level education.

 

Knowledge and Skills:

• Superior skills in both written and verbal communication in English and Mandarin
• 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)
• 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.
• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems .
• Understands internal processes and tools.
• Knowledge of Knowledge Management Systems and appropriate documentation to the system.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (China)

Travel -

Relocation -

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