Responsibilities:

• Strong analytical and remote troubleshooting skills: solid diagnosis skills with the ability to remotely collect and

manage information.

• Remote resolve technical issues logged by the customers or proactive notification systems (Predictive) which

includes product features, specifications, parts info and compatibility, maintenance routines, educational programs,
and technical aspects in general.

• Responsible for implementing part or all the technical solution to the end user, in accordance with an agreed

technical design and following the Remote Technical Support processes.

• Document case history and interactions with customers in HP's Indigo Service Center (Issue, Customer Inputs,

Data gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow-ups with customers,
etc.) Ensure proper handover to the field if needed. Prepare FSE prior to the visit, updating case notes and systems
with all troubleshooting steps performed.

• Integration between different departments in the company to provide End to End professional complete solutions

to the customers - customer service oriented!

• Trigger an onsite interaction (field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts

identification are key to ensuring proper handover to the FSE (Field Support Engineer).

• Main Metrics to measure Remote Support Engineer contributions are Customer Satisfaction, Diagnostic Accuracy,

Dispatch Rate, and Efficiency.

• Provide ongoing ideas on improvement in the field of remote Engineering.
• Provide after-hours support based on entitlement (team rotation)
• Team player - collaboration, ONE TEAM ONE GOAL approach

Qualifications & Skills:

• High School Diploma, College Degree in a technical field - preferred
• Excellent verbal and written communication skills to interact with customers and internally.
• Experience in a customer-facing role (onsite support, remote support or similar) - Preferred.
• Demonstrates the use of consulting skills including: questioning, listening, development of ideas Advanced

Software and hardware knowledge of computing.

• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
• Able to communicate with internal management confidently and demonstrate the professionalism of the job

family.

• Ability to perform while under high-pressure situations.
• Understanding customer needs and setting the right priorities for each case.
• Owns and produces customer documentation. Ability to translate technical details into concise and easy-to-follow

steps.

Plusses:

• Preferred: Minimum three (3) years of customer service: Remote, Onsite, Training
• Strong Technical HP Indigo knowledge - highly preferred