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Technical Solutions Expert

1 month ago

Washington, Washington, D.C., United States HP Full time

The Technical Solutions Expert will be part of our Advanced Technical Support Team that delivers an exceptional technical support experience for our customers and partners.

This position requires Large Format Printer experience to be considered for this Level 2 position.

The expectation of this role is to provide resolution to the most complex issues and high impact situations where HP Services needs to be engaged.

This position is technical, hands on, working with the channel / end customers remotely and at customer and partner sites.

It requires previous service experience on Large Format Printers, commercial technical skills, and availability to travel.

Responsibilities:

  • Advanced Technical Support for LV Latex printers.
  • Manage complex elevation issues that are often high profile, high urgency, and high impact.
  • Best-in-class customer and partner engagement skills including ability to communicate effectively with end-user, IT professional, or company executive.
  • Drive outcomes, including full cross-functional issue resolution or helping customer adjust to less optimal scenario when desired technical outcome (defect fix or enhancement) cannot be attained.
  • Successfully resolve complex and escalated technical issues (hardware and software) from incoming internal or external customers and partners.
  • Respond to service, product, and technical questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.
  • Proactively assist internal or external partners and end users to avoid or reduce problem occurrence.
  • Evaluate unique or complex installations or configurations and make recommendations for resolution.
  • Articulate clearly in writing and verbally.
  • Engage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
  • Coach or provide training to other support teams.
  • Travel to customer sites when required sometimes with short notice.

Education and Experience Required:

High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.

Typically has 6-8 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Knowledge and Skills:

  • Excellent verbal and written communication skills in language to be supported. Ability to communicate with customers, internal/external partners and managers at all levels of the organization-both verbal and written
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Ability to work and successfully collaborate in a team environment
  • Ability to bring complex situations into concise terms to drive an action plan, lead a team, and articulate impact
  • Software and hardware knowledge of computing, storage and peripheral devices.
  • Superior customer service skills.
  • Phone and remote support and tools
  • Ability to solve and document solutions for usage of other technicians and customers.
  • Ability to mentor new agents.
  • Ability to lead resolution activities with escalated customers.
  • Ability to contribute to technical action plans.
  • Ability to multitask and handle workload in an under-pressure environment
  • Ability to relate to customer's issue and situation and act as their advocate
  • Knowledge of HP LV Latex printers and applications
  • Proficiency with administering Microsoft Windows Operating systems
  • Ability to understand and troubleshoot basic and advanced network and connectivity issues
  • Knowledge of print server and client administration (drivers, queue administration, scripting) in a Windows environment.

The pay range for this position is $25.31 to $37.45 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

The base pay range for this role is $52,650 to $77,900 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).

Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

  • HP offers a comprehensive benefits package for this position, including:
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Long term/short term disability insurance
  • Employee assistance program
  • Flexible spending account
  • Life insurance
  • Generous time off policies, including;
  • 4-12 weeks fully paid parental leave based on tenure
  • 13 paid holidays
  • 15 days paid time off (US benefits overview ( )

The compensation and benefits information is accurate as of the date of this posting.

The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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).