Technical Support Engineer

Job description

Job ID 1029344 Date posted 9/3/2018 Primary Location Dalian, Liaoning, China Job Category Services Schedule Full time Shift First Shift (China)

At Hewlett Packard Enterprise (HPE), we live by three core values that drive our business: Partner. Innovate. Act. These values combine to help us create important work all over the world to advance how people live and work.

Our new innovative IT services organization is HPE PointNext.  We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

In a typical day as a Technical Support, you would

•Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources

•Monitor the service event through completion for compliance

•Manage the service requests of customers through different access channels

•Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis

•Participates/leads in projects for process or quality improvements

•Works with escalated customers and recommends actions in post incident reviews

•Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team

If you…

• are good at communication, customer facing, case solving and Japanese speaking ―you are aligned to our core values

• hold a Bachelor of Arts/Science or equivalent degree in computer science or related area of study

• are a professional with experience in a phone based remote role in call center /technical support

• are familiar with computer technology

• are oversee compliance with operating procedures and standards

• have experience in call routing and processes as well as case logging systems and obligation systems

• have strong understanding of internal processes, tools and usage of such tools in managing daily tasks

• have excellent fluency in Japanese to be supported.

...then, !

We offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

• Want to know more about HPE? Then let’s stay connected!

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Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.