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 issues and resolve difficult technical problems involving hardware and software. Provide detailed answers on services, products, technical matters, and repairs aligned to customer entitlements (including warranty and mission-critical support). Guide customers proactively, perform root-cause analysis on outages and trends, coordinate work across departments, and lead complex requests while mentoring lower-level roles to improve process quality and outcomes.

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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 issues and resolve difficult technical problems involving hardware and software. Provide detailed answers on services, products, technical matters, and repairs aligned to customer entitlements (including warranty and mission-critical support). Guide customers proactively, perform root-cause analysis on outages and trends, coordinate work across departments, and lead complex requests while mentoring lower-level roles to improve process quality and outcomes.
Location: Costa Rica
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Independently address complex customer issues and ensure adherence to established protocols.
  • •Resolve difficult and complex technical problems related to hardware and software through customer interactions and proactive notification systems.
  • •Provide comprehensive responses on services, products, technical matters, and repairs for current and obsolete offerings aligned with customer entitlement.
  • •Proactively guide customers to mitigate or prevent problems and participate in initiatives to improve processes and quality.
  • •Perform root-cause analysis of outages and trends, coordinate departmental work, and lead/assign responsibilities for complex requests while mentoring lower-level roles.

Key Requirements

  • •High School Diploma/GED/higher secondary education or equivalent work experience with demonstrated competence.
  • •Typically 8+ years of related experience in remote or telephone support, technologies, customer environments, or a related field.
  • •Ability to address complex customer issues independently while following established protocols.
  • •Strong technical problem-solving skills for difficult hardware and software issues through customer interactions and proactive notifications.
  • •Experience with IT service management and issue tracking to provide effective technical support and resolutions.
Experience:8+ years
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
Glassdoor
Glassdoor: 3.8
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