北京招聘

ABOUT HP

HP is the world's largest provider of information technology infrastructure, software, services, and solutions to individuals and organizations of all sizes. Ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

At HP, we live for the big idea, the next great discovery. "Invent" is more than a word: it’s who we are. Our innovations in the key strategic areas of Big Data, Cloud, Mobility, and Security help shape the technology industry. Everything we do, we do to make technology more practical, usable, and valuable to our customers. Are you ready to give your career the boost it deserves?

关于惠普

惠普是世界上最大的对个人和所有规模企业的信息技术基础设施、软件、服务和解决方案提供商。惠普在2012年的财富500强列表中排名第十，并为遍布6个大陆、170个国家的10亿客户提供服务。惠普通过发明、设计、交付信息技术解决方案来驱动业务价值，创造社会价值和提升客户的生活。

在惠普,我们为大数据-下一个伟大的探索-而生。“发明”不仅仅是一个词：还代表了我们是谁。我们在大数据、云、移动和安全的关键战略领域的创新，帮助塑造了信息产业。我们做的每一件事情都是为了让技术对我们的客户更加可行、可用和有价值。你准备好将你的职业生涯投入到这样值得发展的事业当中了吗？

INTRODUCTION TO ROLE

As a Customer Solution Technician, you will join an industry-leading organization in customer service and support and get engaged in the most advanced total customer experience excellence practices. You will solve various technical customer issues and answer service, product, technical, and customer relations questions incoming by various customer support communication channels such us telephone, email, e-chat, and ticketing system. You will also have the opportunity to collaborate across teams to drive improvements in achieving high levels of customer satisfaction. Aligning with HP’s technical career path, HP offers you both vertical and horizontal growth in engineering, IT, and services. This position would reside in one of several HP business organizations, including our Enterprise Services, Printing and Personal Systems Group, or HP Software organizations.

职位简介

作为技术方案客户代表，你将加入一个行业领先的客户服务和支持部门，并且参与到最前沿的完整客户体验的最佳实践中来。你将会解决各种客户的技术问题并且回答来自于各种客户支持沟通渠道（如电话，邮件，在线沟通工具和管理系统）的关于服务、产品、技术和客户关系的问题。你将同样有机会参与跨团队的合作来推动获取更高客户满意度的改进活动。遵循惠普技术职业生涯发展道路，惠普提供你在工程，信息技术和服务领域的横向与纵向发展机会。这个职位存在于惠普的几个业务部门里，包括企业服务集团，打印与信息产品集团和惠普软件集团。

KEY RESPONSIBILITIES

· Work from a standard protocol, utilizing a documented process to respond to customer issues

· Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems

· Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues

· Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement

· Collaborate across teams to resolve issues and help reproduce issues in lab environment

主要职责

·参照标准协议，利用现存流程对客户的问题提供及时回应

·成功解决来自于客户合同和预先通知系统的关于硬件和软件的技术问题

·通过电话、邮件、在线沟通工具和管理系统 对一线技术问题提供远程支持

·对服务、产品、技术和客户关系问题（例如功能、说明书）的响应。基于客户的需求，修复当前和停售的产品、配件和选配项

·通过跨部门合作来解决问题，并在实验的环境下重现问题

Required:

· Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields

· Experience with technical support and/or hardware and software computing, storage, and peripheral devices

· Knowledge and/or experience with updating Knowledge Management systems

· Passion for technology

· Eager, quick learner with strong team-work spirit

· Excellent oral and written English communication skills

职位要求：

基本具备：

·计算机、信息系统或相关专业本科以上学历

·具有技术支持经验或者具有计算机软硬件、存储和外围设备经验

·具备知识管理系统升级的知识或者相关经验

·对技术充满热情

·渴望成长，能够快速学习并具有良好的团队合作意识

·流利的英语书面和口语交流能力

Desired:

· Experience with troubleshooting in a technical environment

· Excellent analytical and problem-solving skills

· Advanced proficiency with case management databases and tools

· Superior customer service skills

· Phone and remote support experience

· E-support experience

具备以下条件者优先：

·有技术环境下解决问题的经验

·具备出色的分析能力和解决问题的技巧

·能够熟练操作案例管理数据库和工具

·优秀的客户服务技巧

·有电话或者远程支持经验

·有在线支持经验

惠普（HP）公司成立于1939年，是一家业务运营遍及全球170多个国家和地区的高科技公司。我们致力于探索科技和服务如何帮助人们和企业解决其遇到的问题和挑战，并把握机遇、实现愿景、成就梦想。我们运用新的思想和理念来打造更简单、更有价值、更值得信赖的技术体验，不断帮助客户改善其生活和工作方式。

惠普（HP）是全球最大的信息科技（IT）公司之一。我们提供广泛的基础设施和商业产品，从手持设备到世界上最强大的超级计算机，一应俱全。我们为消费者提供了一系列广泛的产品和服务，从数码摄影到数码娱乐，从计算产品到家用打印。这一全面的产品组合让我们能够针对客户的特定需求，提供合适的产品、服务和解决方案。在截止至2007年10月31日的2007财年中，惠普（HP）的营业额达1043亿美元，在2007年美国财富500强中排名第14位。

更多详细信息，请登陆:http://www.hp.com/go/job