Technical Solutions- SAP Sales & Distribution
2 years ago Marketing & Communication Chennai 216 views Reference: 25338Job Details
Job ID: 3105223
Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.
Responsibilities:
- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's 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 (warranty through mission- critical). .
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
- Ability to articulate clearly, recommend and explain resolutions /clients.
- Understand and utilize ITIL.
- Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
- Partners actively with the Sales Pursuit team.
Education and Experience Required:
- First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
- 5-7 years experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.
Knowledge and Skills:
- Excellent verbal and written communication skills in language to be supported.
- Advanced troubleshooting skills in a technical environment.
- Excellent analytical and problem solving skills.
- Advanced Software and hardware knowledge of computing, storage and peripheral devices.
- Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support experience. E-support experience, knowledge and resolution ability.
- Ability to solve and document solutions for usage of other technicians and customers.
- Ability to mentor new agents.
- Ability train peers on solutions.
- Ability to take full ownership for resolution with escalated customers.
- Ability to lead technical action plans.
- Lead or provide expertise to teams or projects.
- Highly Developed knowledge of more complex solutions.
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