Remote Support Engineer - Digital Front End (DFE) Solutions

HP; Tlaquepaque; Híbrido; MXN 300.000 - 520.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

Benefits package

Training & development

Descripción de la vacante

HP in Mexico seeks a Remote Support Engineer to join the Digital Front End software solutions team. The role requires independent work, a strong technical background, and excellent problem-solving skills, with English fluency for North America clients.

You will handle complex technical issues, document cases in ServiceNow, and interact with customers to ensure high satisfaction. The position offers a hybrid work setup, ongoing training, and a comprehensive benefits package.

Formación

• Proven experience in a technical support role, preferably in software solutions.
• Strong problem-solving skills and the ability to work independently.
• Excellent communication skills, both verbal and written.
• Proficiency with support tools and systems, particularly ServiceNow.
• Ability to manage multiple tasks and prioritize effectively.
• Customer-focused mindset with a proactive approach to problem-solving.

Responsabilidades

• Independently handle and resolve complex technical issues related to both hardware and software.
• Provide expert-level support through various channels, including incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions, covering features, specifications, repairs, and support for both current and discontinued products.
• Address customer inquiries based on their entitlement, from warranty issues to mission-critical support.
• Proactively assist customers in avoiding or mitigating potential problems, ensuring a high level of customer satisfaction.
• Accurately document all case details and resolutions in Service NOW.
• Ensure cases are updated regularly with relevant information to maintain clear communication with customers and internal teams.
• Share issues, resolutions, and innovative ideas with the team to foster a collaborative and knowledgeable work environment.
• Participate in team meetings and contribute to continuous improvement initiatives.

Conocimientos

Technical support experience

Problem-solving

Verbal and written communication

ServiceNow proficiency

Multitasking and prioritization

Customer-focused mindset

Educación

Bachelor's degree in Computer Science or related field

Herramientas

ServiceNow

Descripción del empleo

HP in Mexico seeks a Remote Support Engineer to join the Digital Front End software solutions team. The role requires independent work, a strong technical background, and excellent problem-solving skills, with English fluency for North America clients.

You will handle complex technical issues, document cases in ServiceNow, and interact with customers to ensure high satisfaction. The position offers a hybrid work setup, ongoing training, and a comprehensive benefits package.