Customer Solution Center Representative - Technical

HP
Costa Rica
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsEducation: high_schoolSkills: ["Effective communication","Results orientation","Learning agility","Digital fluency","Customer centricity"]

Independently handle complex customer technical issues, resolving intricate problems involving hardware and software. Provide comprehensive answers on services, products, and technical topics—including features, specifications, and repairs—aligned to customer entitlements and warranty coverage. Proactively guide customers to prevent problems, perform root-cause analysis for outages and trends, and coordinate cross-department work while mentoring lower-level roles and improving processes.

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FursaFursa
HP
HP
4 days ago

Customer Solution Center Representative - Technical

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Independently handle complex customer technical issues, resolving intricate problems involving hardware and software. Provide comprehensive answers on services, products, and technical topics—including features, specifications, and repairs—aligned to customer entitlements and warranty coverage. Proactively guide customers to prevent problems, perform root-cause analysis for outages and trends, and coordinate cross-department work while mentoring lower-level roles and improving processes.
Location: Costa Rica
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Independently address complex customer issues while adhering to established protocols.
  • •Resolve difficult and complex technical problems related to hardware and software using customer interactions and proactive notification systems.
  • •Provide comprehensive responses about services, products, and technical matters, including features, specifications, and repairs aligned with customer entitlements.
  • •Perform root-cause analysis of outages and trends to address issues promptly and effectively.
  • •Coordinate departmental work, identify improvement opportunities, and lead/assign complex requests while mentoring lower-level roles.

Key Requirements

  • •High School Diploma/GED or higher secondary education, or equivalent work experience demonstrating competence.
  • •Typically 8+ years of related work experience in remote support or telephone support, technologies, and customer environments, or a related field.
  • •Ability to independently address complex customer issues while following established protocols.
  • •Experience resolving difficult technical problems across hardware and software through customer interactions and proactive notification systems.
  • •Knowledge of IT service management and technical support workflows, including issue tracking and service management tools.
Experience:8+ yearsCustomer supportIT supportRemote support
Education:High School
Skills:Effective communicationResults orientationLearning agilityDigital fluencyCustomer centricity
Tech Stack:Active DirectoryAgile MethodologyAutomationComputer HardwareComputer ScienceDesktop SupportHelp Desk SupportInformation Technology Infrastructure LibraryIssue TrackingIT Service ManagementLinuxMicrosoft AzureMicrosoft Office 365Microsoft Windows 10Operating SystemsPeripheral DevicesScriptingServiceNowTechnical SupportWindows Servers

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
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