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HP hiring Service Delivery Consultant

Troubleshooting Hardware / Networking/OS related queries of our global customers Over Phone which involves working in different time zones

– Take calls from Global customers and initiate the right response to them, positively and professionally
– Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand
– Willing to work in shifts; Excellent written & spoken communication skills

Responsibilities
Answer contacts promptly and professionally
– Log/Validate all contacts Call Handling Database
– Resolve a high percentage of customer problems using the relevant tools and systems
– Manage end to end all calls logged, providing regular updates to customers on call status
– Complete follow-on actions as appropriate
– Invoke Escalation Procedures within defined time frames
– Adhere to Policies & Procedures
– Work to achieve individual and team goals
– Protect confidential and sensitive information and materials
– Observe strict compliance to licensing, copyright and trademark legislation
– Accomplish other duties as required
– High Technical skill sets & Hands on technical support experience
– Super user of Microsoft Office
– Adherence to policy and procedures (compliance)
– Ability to multi-task and prioritize
– Ability to manage commitments to customer, manager etc
– Ability to diagnose problems and take corrective action
– Ability to assess progress against SLA and intervene as necessary
– Ability to work with individuals to review measures and to coach towards meeting SLAs
Ability to escalate as appropriate

Education and Experience Required:
Bachelors degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May hold entry-level certification(s) in work field. Typically 0-2 years of relevant experience with Bachelors degree, or 2 years of relevant experience with 2 year post-high school degree.

Knowledge and Skills Required:
Typical skills include:
(developing) understanding of technology in direct responsibility
(developing) General understanding of related technologies
(developing) Customer Service
(developing) Project Management

QUALIFICATION CRITERIA

Experience             : 0 to 2 yrs
Salary                      : Not specified
Job Location          : Bangalore
Qualification           : BE/B.Tech

COMPANY DETAILS

Company Name      : Hewlett-Packard India Pvt Ltd
Company Address : NA
Company Profile    : HP we believe technology can create new possibilities for people around the world??from high school students and soccer moms to budding entrepreneurs, government officials, and business executives. We??re the largest IT company on the planet, with 304,000 employees working in approximately 170 countries around the world. And we are able to leverage our size and scope to deliver real value in the products and services we offer. Our healthcare solutions are helping hospitals reduce errors and insurers bring down costs.

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