Response Center engineer

Job Responsibilities

Deliver remote technical support that meets contractual obligations of HP customers and meets HP’s Support Objectives on standard, specialized or complex systems. Support OpenView products on HP and/or non-HP systems. Develop and document timely and efficient solutions for OpenView products that maximize their system environment and network environment availability. This position has a direct impact on customer satisfaction and indirect impact on sales and profitability, which will enhance HP's leadership role in the support industry.

Success Measures

Customer Satisfaction

• Direct verbal or written feedback from customers and support partners
• Manager observation
• Peer observation

Quality

• FTC First Technical Contact
• Quality of documentation of calls and engineering notes
• Working according to defined call processes
• Customer Satisfaction Index

Technical Competence

• Breadth of products supported
• Depth of product knowledge

Productivity:

• Percent of calls older than target
• Average days to fix customer problem
• Number of calls taken
• Inactive cases
• Average invested minutes per call

Availability

Teamwork

• Assistance to team members
• Feedback from manager and peer observation

Responsibilities

• Provide response within contractual obligations and HP support objectives.
• Clarify initial customer requests / problems and route to appropriate team.
• Gather information on system type, current software, patch levels and detailed problem description.
• Discuss problem with customer to gain thorough and common understanding of situation.
• Search for known solutions to easily identified problems using standard Response Center information sources.
• Set customer’s expectations on resolution based on customer’s level of support.
• Research customer environment for specific info used in troubleshooting. Access customer system if necessary.
• Reproduce problem to gain detailed understanding of behavior.
• Perform technical analysis and problem isolation.
• Take ownership of resolving customer problem involving other resources (HP and non-HP) as needed.
• Identify alternative solutions to problem.
• Communicate and set customer expectations on current status.
• In conjunction with other HP and non-HP entities, design and develop solutions to new or obscure problems.
• Evaluate and test alternative solutions.
• Communicate and set customer expectations on current status.
• Advise customer of appropriate resolution and gain customer agreement.
• Deliver solution with partners if necessary.
• Ensure solution meets customer’s needs.
• Assist peers and support partners during solution delivery to customers.
• Recommend procedures and steps for customers to avoid problems in the future.
• Document call tracking, including problem, symptoms, action plan and solution.
• Create and submit documentation describing common problems / questions and their solutions.
• Notifies other RCE’s of new, critical problems via appropriate mechanisms.
• Participate in postmortems and process reviews

Competencies

• HP S/W and product knowledge
• Knowledge of who supports what
• Clear problem definition skills
• Knowledge of on line support tools Independent analytical problem solving
• Ability to diagnose complex problems
• Software product design knowledge
• Ability to communicate in-depth technical knowledge
• Computer industry knowledge
• Ability to synthesize unrelated info to create a solution
• Theoretical and internal software product knowledge
• Creativity Customer communication skills
• Judgment and decision making
• Able to document technical information clearly for both HP Only and customer viewable purposes.
• Strategic thinking

Level Definitions

Entry :

• Applies basic foundation of a function’s principles, theories and concepts to assignments of limited scope.
• Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience.
• Exercises independent judgment within defined parameters.
• Develops expertise and practical knowledge of applications within business environment.
• Acts as team member by providing information, analysis and recommendations in support of team efforts.

Intermediate :

• Ability to apply intermediate level of subject matter knowledge to solve a variety of common business issues.
• Works on problems/projects of moderately complex scope.
• Exercises independent judgment within defined practices and procedures to determine appropriate action.
• Acts as an informed team member providing analysis of information and limited project direction input.
• Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Specialist:

• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
• Works on problems/projects of diverse complexity and scope.
• Exercises independent judgment within generally defined policies and practices to identify and select a solution.
• May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
• Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Minimun Job Entry Requierements

• Bachelors Degree in Computer Science or Electrical Engineering or an equivalent combination of education and experience.
• Ability to solve problems and/ or identify, verify and document problems.
• Deliver effective information via the telephone.
• Ability and desire to effectively interact with people.

Generic Competencies

• Support Process Knowledge,
• Ability to Prioritize,
• Attention to Detail,
• Communication with Others,
• Relationship Development,
• Organizing and Planning Skills,
• Quality and Customer Orientation,
• Resource Management,
• Teamwork Skills,
• Flexibility,
• Respect for Others,
• Integrity

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How to Apply

Please submit your application (or click on “Register/Apply” on the home page). You can also send your resume and cover letter to jobs@veterans2work.com. We look forward to helping you find the job that’s right for you.

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Veterans2Work is a business-to-business services company staffed by home-based U.S. military veterans.  We're growing rapidly and are looking for telephone sales, customer service and technical support workers to help our clients acquire and keep their customers.

This is a great opportunity to join a team dedicated to 1) helping you be successful in work that's meaningful to you; 2) helping you learn from among the best; demonstrating that special needs veterans working from their homes can perform to the highest standards, and 4) having fun. 

 

Veterans2Work offers a flexible work schedule, competitive compensation and a work environment that recognizes and serves the needs of disabled veterans working from their homes.