HP Social Media Customer Support Agent in Bangalore, India

Social Media Customer Support Agent

Description -

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:

Blended reality technology - our unique Sprout by HP will change the way people do things

3D printing

Multi-function printing

Ink in the office

Tablets, phablets, notebooks

Mobile workstations

We are looking for visionaries who are ready to make an impact on the way the world works. At HP, the future is yours to create!

Job & Role overview -

•Candidates must express interest in joining Social Media Support Team, Experience in social media channels /supporting customers, i.e. HP Support Forum preferred.

•Experience in Call/Chat/Email customer engagement at Contact Center preferred.

•Technically proficient in one or more of the following consumer product areas - Printers, PCs, Tablets, Cloud/HP Connected and Hardware knowledge as well.

•Older technology: Scanning, Faxing, Networking (LAN & WLAN).

•OS knowledge: Mac and Windows, Android, iOS, Firmware.

•New printing technology and supplies: Mobile Printing, HP Connected, ePrint, Print Apps, Instant Ink.

•Proficiency in written and communication skills, Clear and concise writing. Typing skills (minimum of 35 words per minute).

•Technical certifications would have an added advantage.

•Provide support to relevant posts on HP Forums, Facebook, Twitter, and YouTube.

Role & Responsibility

•The Social Media Agent will act as the primary HP Contact for the customer. He/She will develop to some extent the role of an “ambassador”, remaining focused and positive when engaging with HP Customers and/or Partners. Able to articulate benefits of HP products and services available.

•Respond and Resolve easy to complex technical issues.(Takes ownership for customers’ problems and issues)

•Awareness of Nuances in Different Social Platforms.

•Ability to communicate using the HP Social Voice standards:

•Agent must have strong soft skills.

•Ability to Convey Personality and Personable Engagement.

•Ability to effectively communicate and use sound judgment to create positive relationships and brand loyalty in social media channels.

•Able to take initiative. Proactive. Positive attitude.

•Identifies and resolves customer issues using easily understood written communication.

•Ability to handle unhappy customers as well as the ability to handle bad news when communicating it to them.

•Future Responsibilities: Sales skills for lead generation.

•Ability to recognize when an issue is emerging and when to escalate

•Brand Awareness, as agents are Actively Engaged in Public Communication.

•Self-learner - keeping skills and knowledge up to date (Social Media trends), Internet savvy and should have Passion for Social Media, for human relations and helping others through knowledge sharing.

•Passion for technology, gadgets, Internet, computers, Tablets, printers, Knowledge around IT Industry, software and hardware.

•Gather Top Call Driver and evaluate it to TL in order to analyze and find resolution

•Route non-support posts to other business functions (SPOS) and Escalations to relevant Team.

•Triage – manages incoming cases.

To be successful you should be,

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

  • Minimum 4 years of experience on technical support and/or hardware and software computing, storage, and peripheral devices.

  • Experience in Social Media blogging & managing the company wide social media platforms

  • Experience in Product industry sales life cycle with specific to PC / Product industry sales through Social Media

  • Experience with phone and remote support experience

  • Experience with E-support experience (Good to have)

  • Eager, quick learner with strong team-work spirit

  • Excellent oral and written English communication skills

Job -


Schedule -

Full time

Shift -

No shift premium (India)

Travel -


Relocation -


EEO Tagline -

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