Technical Solutions Cons II-粤语客户支持
惠普公司
- 公司规模：500-1000人
- 公司行业：计算机服务(系统、数据服务、维修) 计算机软件
职位信息
- 发布日期：2013-06-20
- 工作地点：广州
- 招聘人数：若干
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：粤语精通
英语精通 - 职位类别：客服专员/助理(非技术) 咨询热线/呼叫中心服务人员
职位描述
Technical Solutions Cons II-1052106
Location: Guangzhou
Description
1. Be responsible for Chinese language hub call center performance continuously improvement which focus on FCR and TPR through regular survey data analysis and improvement actions proposal/tracking.
2. Handle technical escalations from call center for assigned product line. Provide workaround solution by lab testing and solution study and escalate it to AP/division (for unresolved problem) to driver solution until problem resolved.
3. Deliver effective trainings to call center engineers focusing on product knowledge enlargement and technical capability improvement, including NPI training, on-going technical skills improvement training and other trainings on specific issues.
4, Attend monthly GBU product meeting and provide call center top issue as local feedback. Influence GBU product quality improvement with strong leadership. Closely engage with APJ category and GBU to lead some program implementation with supplier.
5,Be responsible for Chinese hub supplier technical capability improvement such as mentorship program, testing environment management, supplier technical management people such as L2/SL1 capability build up.
6, As assigned product line owner to be responsible for call rate management, call rate reduction and re-peat call management. And also, conduct product line customer experience study to drive efficiency phone support with better TCE and low cost.
7, Provide necessary technical tools to help call center engineers to improve 1stRes% & Res% and work efficiency, including Trouble Shooting Tools, Product Manual.
Qualifications
Education and Experience Required:
High School: completion of post primary level education prior to University study.
Experienced in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Knowledge and Skills Required:
? Excellent verbal and written communication skills in language to be supported
? Experience in troubleshooting in a technical environment
? Excellent analytical and problem solving skills
? Software and hardware knowledge of computing, storage and peripheral devices
? Advanced proficiency with case management databases and tools
? Superior customer service skills
? Phone and remote support experience.
- Call center management experience and knoweldge.
- Cantoneses launguage is required.
- HK culture and knowledge is prefered.
Critical Competencies to Drive Business Results:
Technical Knowledge Transfer
Establishes HP's technical creditability and solution capability within customer's Information Technology (IT) organization through education & assistance
Technical Problem Solving
Approaches technical problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
Services Account Management
Ensures customer satisfaction and optimum engagement relationships to build and maintain services business within the account
Up-selling/Cross-Selling
Leverages product and solution knowledge to probe customer needs and identify opportunities for up-selling /cross-selling
Customer Experience Management
Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support
HPS Business Value Proposition
Applies an in-depth understanding of HP Services(HPS) initiatives, goals, and solutions
Client/Customer Relationship Building
Demonstrates client-sensitive practices within the account(s) and internal gate-keeping within HP to support building strategic trusted advisor status
Competitive Positioning/Strategy
Uses competitive intelligence in account planning and sales activities to develop counter strategies that will neutralize competitive influence on the customer's buying decisions
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HPS/Business Unit (BU) solutions, and HP's strategy for market penetration
HPS/BU Solutions
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
Change Management
Develops methods for supporting innovation and change across the organization
Location: Guangzhou
Description
1. Be responsible for Chinese language hub call center performance continuously improvement which focus on FCR and TPR through regular survey data analysis and improvement actions proposal/tracking.
2. Handle technical escalations from call center for assigned product line. Provide workaround solution by lab testing and solution study and escalate it to AP/division (for unresolved problem) to driver solution until problem resolved.
3. Deliver effective trainings to call center engineers focusing on product knowledge enlargement and technical capability improvement, including NPI training, on-going technical skills improvement training and other trainings on specific issues.
4, Attend monthly GBU product meeting and provide call center top issue as local feedback. Influence GBU product quality improvement with strong leadership. Closely engage with APJ category and GBU to lead some program implementation with supplier.
5,Be responsible for Chinese hub supplier technical capability improvement such as mentorship program, testing environment management, supplier technical management people such as L2/SL1 capability build up.
6, As assigned product line owner to be responsible for call rate management, call rate reduction and re-peat call management. And also, conduct product line customer experience study to drive efficiency phone support with better TCE and low cost.
7, Provide necessary technical tools to help call center engineers to improve 1stRes% & Res% and work efficiency, including Trouble Shooting Tools, Product Manual.
Qualifications
Education and Experience Required:
High School: completion of post primary level education prior to University study.
Experienced in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Knowledge and Skills Required:
? Excellent verbal and written communication skills in language to be supported
? Experience in troubleshooting in a technical environment
? Excellent analytical and problem solving skills
? Software and hardware knowledge of computing, storage and peripheral devices
? Advanced proficiency with case management databases and tools
? Superior customer service skills
? Phone and remote support experience.
- Call center management experience and knoweldge.
- Cantoneses launguage is required.
- HK culture and knowledge is prefered.
Critical Competencies to Drive Business Results:
Technical Knowledge Transfer
Establishes HP's technical creditability and solution capability within customer's Information Technology (IT) organization through education & assistance
Technical Problem Solving
Approaches technical problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
Services Account Management
Ensures customer satisfaction and optimum engagement relationships to build and maintain services business within the account
Up-selling/Cross-Selling
Leverages product and solution knowledge to probe customer needs and identify opportunities for up-selling /cross-selling
Customer Experience Management
Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support
HPS Business Value Proposition
Applies an in-depth understanding of HP Services(HPS) initiatives, goals, and solutions
Client/Customer Relationship Building
Demonstrates client-sensitive practices within the account(s) and internal gate-keeping within HP to support building strategic trusted advisor status
Competitive Positioning/Strategy
Uses competitive intelligence in account planning and sales activities to develop counter strategies that will neutralize competitive influence on the customer's buying decisions
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HPS/Business Unit (BU) solutions, and HP's strategy for market penetration
HPS/BU Solutions
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
Change Management
Develops methods for supporting innovation and change across the organization
公司介绍
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
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