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Tech Stack
Tools & technologiesCloudTableau
About the role
Key responsibilities & impact- Lead and manage customer assurance programs to uphold service excellence.
- Handle customer complaints and escalations with professionalism and urgency.
- Collaborate with internal teams to resolve post-sales support issues and enhance customer satisfaction.
- Collaborate with the customer’s IT team and HP’s next-level technical experts to swiftly resolve major technical issues.
- Conduct root cause analysis and drive corrective/preventive actions.
- Proactively identify areas for improvement and implement preventive actions.
- Provide regular performance reports and insights to the customer and senior leadership.
- Provide technical reports summarising escalation status, key findings, risks, and recommendations to the customer.
- Provide technical support and guidance on PC hardware, operating systems, and network configuration to the customer.
- Identify and support service growth opportunities.
Requirements
What you’ll need- Graduate Degree in Business, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
- 5+ years of experience in customer service, quality assurance, advanced technical support or related roles.
- Excellent communication and interpersonal skills, with the ability to manage global customers and internal stakeholders at all levels.
- Strong understanding of customer experience management and quality assurance principles.
- Strong analytical and problem-solving abilities.
- Ability to work independently and lead cross-functional initiatives.
- High attention to detail and a commitment to continuous improvement.
- Proficient in root cause analysis and corrective /preventive action planning.
- Ability to interpret technical documentation/ issues and collaborate effectively with the customer IT team and internal engineering/ technical expert teams.
- Proficient in configuring, maintaining, and optimizing PC hardware, operating systems, and network environments.
- Proficient in cloud-based endpoint management solutions (e.g., Microsoft Autopilot, Microsoft Endpoint Configuration Manager, Microsoft Intune)
- Proficient in HP Client Management Solutions (e.g., HP Client Management Script Library, HP Image Assistant, HP Manageability Integration Kit, HP System Software Manager)
- Ability to use data visualisation tools (e.g., Power BI, Tableau) for reporting and insights.
- Experience with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce)
- Proficient in English.
Benefits
Comp & perks- Equal Opportunity Employer (EEO)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
root cause analysiscorrective action planningPC hardware configurationoperating systemsnetwork configurationcloud-based endpoint managementdata visualizationCRM platformscustomer experience managementquality assurance principles
Soft Skills
communication skillsinterpersonal skillsanalytical abilitiesproblem-solving abilitiesattention to detailcontinuous improvementindependent workleadershipcollaborationcustomer management