Support Engineer

Jobtailor

Tlaquepaque

Presencial

MXN 240.000 - 420.000

Jornada completa

14 días+

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Formación

High School Diploma required; college degree in a technical field preferred.
Minimum three (3) years of customer service experience in remote, onsite, or similar support.
Fluency in English / advanced English.
Strong analytical and remote troubleshooting skills.
Advanced software and hardware knowledge of computing, storage, and peripheral devices.
Sufficient technical depth and breadth to independently perform remote technical support.
Ability to analyze issues and develop and implement corrective action plans.
Excellent verbal and written communication skills.
Customer-facing experience valued.
Ability to communicate confidently with internal management.
Consulting skills including questioning, listening, and development of ideas.
Ability to perform under high-pressure situations.
Ability to understand customer needs and set priorities.
Ability to produce customer documentation and translate technical details into concise, easy-to-follow steps.

Responsabilidades

Provide engineering remote support diagnoses for external and internal customers.
Create and maintain effective customer relationships to ensure customer satisfaction.
Resolve technically complex malfunctions firsthand.
Remotely collect and manage information and translate customer symptoms into product issues.
Implement technical solutions according to agreed technical designs and Remote Technical Support processes.
Resolve technical issues from end-user contacts and proactive notification systems.
Integrate with different company departments to provide complete end-to-end customer solutions.
Trigger onsite interaction, parts dispatch, or field dispatch when issues cannot be fixed remotely.
Diagnose issues and identify parts for handover to Field Support Engineers.
Provide ideas for improving remote engineering support.
Integrate technical knowledge and business understanding to create customer solutions.
Provide standby after-hours support on a rotation, covering at least one shift each month for 24x7 and 18x6 customer entitlements.
Produce customer documentation and translate technical details into concise steps.
Collaborate as part of a team using a ONE TEAM ONE GOAL approach

Conocimientos

Remote Troubleshooting

Technical Diagnosis

Software Knowledge

Hardware Knowledge

Customer Documentation

Verbal Communication

Written Communication

Consulting Skills

Educación

High School Diploma

College degree preferred in technical field

Descripción del empleo

Provide engineering remote support diagnoses for external and internal customers
Create and maintain effective customer relationships to ensure customer satisfaction
Resolve technically complex malfunctions firsthand
Maintain knowledge of leading-edge technologies and contribute to HP's technical knowledge portfolio
Remotely collect and manage information and translate customer symptoms into product issues
Implement technical solutions according to agreed technical designs and Remote Technical Support processes
Resolve technical issues from end-user contacts and proactive notification systems
Integrate with different company departments to provide complete end-to-end customer solutions
Trigger onsite interaction, parts dispatch, or field dispatch when issues cannot be fixed remotely
Diagnose issues and identify parts for handover to Field Support Engineers
Provide ideas for improving remote engineering support
Integrate technical knowledge and business understanding to create customer solutions
Provide standby after-hours support on a rotation, covering at least one shift each month for 24x7 and 18x6 customer entitlements
Produce customer documentation and translate technical details into concise steps
Collaborate as part of a team using a ONE TEAM ONE GOAL approach

Requirements

High School Diploma required; college degree in a technical field preferred
Minimum three (3) years of customer service experience in remote, onsite, or similar support
Fluency in English / advanced English
Strong analytical and remote troubleshooting skills
Advanced software and hardware knowledge of computing, storage, and peripheral devices
Sufficient technical depth and breadth to independently perform remote technical support
Ability to analyze issues and develop and implement corrective action plans
Excellent verbal and written communication skills
Customer-facing experience valued
Ability to communicate confidently with internal management
Consulting skills including questioning, listening, and development of ideas
Ability to perform under high-pressure situations
Ability to understand customer needs and set priorities
Ability to produce customer documentation and translate technical details into concise, easy-to-follow steps

Core Competencies

Demonstrates strong analytical and remote troubleshooting skills, with advanced knowledge of software and hardware for computing, storage, and peripheral devices. Capable of producing clear customer documentation and effectively communicating technical details to ensure customer satisfaction.

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