Technical Support Specialist with English

Job description

Job ID 1020610 Date posted 6/15/2018 Primary Location Sofia, Sofia-Capital, Bulgaria Job Category Services Schedule Full time Shift No shift premium (Bulgaria)

Hewlett Packard Enterprise (HPE) creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future. Now we are looking for motivated Technical Support Engineer with excellent English language knowledge to join our dynamic team, part of Customer Solution Center Sofia /CSC/.

The customer is at the center of everything we do in Customer Solution Center Sofia. From Warranty to high availability Datacenter wide contracts, we support our customers and help them accelerate their business. Our award-winning centers support 18 languages in more than 100 countries, ensuring our customers always have the support they need. Our focus on the customer, coupled with our drive for the highest quality and constant innovation, create a center where we can build Customers for Life.

The primary responsibility of the Technical Support Engineer with English is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platforms, operating systems, subsystems and products operating on these systems. S/he is the first level of technical support to the customers. On receipt of a service request the Engineer researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets too complex the Technical Support Engineer is responsible for timely elevation and/or escalation.

The role:
• Timely responds to customers inquiries. Provides information & troubleshoots to solve customer problem according company KPIs for the business
• Manages customer expectations by taking into consideration the entitlement and identifies customer problems
• Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
• Timely elevates and/or escalates to next level when the case is complex
• Participates in projects for process or quality improvements
• Manages multiple tasks or cases simultaneously with minimal supervision
• Active and self-paced improvement of technical and business process knowledge
• Independently and actively improves the quality metrics towards the achievement of the targets beyond
• Encourages outstanding team morale and maintains highest ethical standards

• Working Schedule – On Shifts

What we are looking for:
• Fluent English
• Good German will be a plus
• Professional experience: over 1 year professional experience as Customer Service Consultant or in a similar environment
• Excellent customer, telephone, oral and written communications skills
• Analytical troubleshooting and problem-solving skills
• Time management skills and working with tough deadlines
• Team player

We offer a challenging role including:
• Continuous learning and technical training opportunities

• Unlimited access to courses in a wide variety of technologies and disciplines (Lynda)
• Great opportunity for professional development in the IT field
• Part in a team that has established itself as a preferred partner for Hi-tech Services & Support
• Competitive remuneration package
• Medical insurance
• 4 days additional paid leave (total:24 days)
• Food vouchers
• Opportunity to use free parking
• Life insurance
• Wellness program
• HPE badge program including various discounts for products and services
• Work-life balance program including free legal, financial and psychological consultations

Thank you for taking the time to review our job, if you think it is a match to your experience and interests please apply — we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them. Please submit your application in English.  Only shortlisted candidates will be contacted.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.