HP Field Technical Support in Beijing, China
Field Technical Support
Take ownership of HP printer supplies support, be accountable for customer satisfaction rate and resolution rate of repair. Take initiatives on continuous customer satisfaction improvement to achieve leading position in the industry.
Help on AP/division/security department anti-counterfeit solution by providing feedback and suggestion based on findings from returned supplies audit
Conduct proactive product testing and take proactive actions to improve products' compatibility.
Manage technical knowledge and maintain effective knowledge base.
Design appropriate lab, deliver technical coach and technical/product training to ASC ( 服务中心 ) engineers to improve their technical level & troubleshooting capability.
Handle issues escalated from ASCs within given TAT （ turn around time ） , escalate any unsolvable support/product issues or customer complaints to appropriate level whilst ensure following through in all cases. Analyze monthly top issue & submit report to related group.
Toner/ink cartridge auditing ( 硒鼓、墨盒检测 )
Bachelor or Master degree in computer science, Electronics Engineering or related majors.
Good communication skills (both oral & written) in English.
Sound troubleshooting, summarizing & knowledge transferring skill and capability.
Passion for customers, strong customer sense and customer satisfying skills.
Capable to work well under high pressure and challenges.
Be self motivated and have strong willingness to study new technologies with self learning capability.
Professional working style and attitude in terms of good passion & dedication, teamwork spirit, strong ownership & commitment, initiative, self-motivated and self-management.
Strong printing & imaging, OS and application knowledge.
Printer repair or call center experience is preferred.
3 year working experience in IT service industry.
No shift premium (China)
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