Technical team lead
Technical team lead Description - Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
Works on problems of diverse complexity and scope.
Act as a team technical lead providing direction to team activities and facilitates information validation and team decision making process.
Exercises independent judgment within generally defined policies and practices to identify and select a solution.
Ability to handle most unique situations.
May seek advice in order to make decisions on complex business issues.
Responsibilities:
Improve and uplift the RSE individuals to prevent quality decline and improve overall customer experience.
New Hire Training Tech Debriefs Queue Monitoring Team Troubleshooting Refresh Training (Specifically tailored to each RSE needs) Baseline Skill checking to gauge RSE Technical knowledge.
Also highlight weak areas for better, targeted Refresh Training Focuses Team Troubleshooting, Process Consultations Monitor the Latex Teams chat and reply to the team when general questions are asked.
Lead the team enhancement resource desk (open room) Backup Supervisor (Supervisor Out of Office Days) Supplemental New Hire Interviews Maintaining Technical Knowledge on Current Supported Products Learning New Technical Knowledge on Current and Future Supported Products Researching and Writing Technical Troubleshooting Support Documents for RSE Needs Emergency Meetings for Hot Customers or Issues Meetings for Training Improvement/Review Improving Training information when Hardware Changes occur from GBU (Training Material and Resources become incompatible with current Hardware Configurations) Education and Experience Required:
Vocational:
apprenticeship/certification completion.
May be technical or non-technical.
May include on- the-job training in addition to studies.
In some locations, completion may be recognized by diploma.
Advanced programs may be 2
years.
Associate degree:
first attainable degree at the post-high school level.
Typically 2-year completion beyond High School level (i.
e.
, Associate of Arts, GCE 'A' level (Singapore), etc.
) or equivalent experience.
BA/BS or equivalent experience preferred.
5-7 years' experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Knowledge and Skills:
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support.
Partners frequently with the Sales Pursuit team.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability to lead resolution activities with escalated customers.
Ability to contribute to technical action plans.
Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.
).
Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% Relocation - No EEO Tagline - HP Inc.
is EEO F/M/Protected Veteran/ Individual with Disabilities.
Recommended Skills Analytical Case Management Communication Customer Experience Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
Works on problems of diverse complexity and scope.
Act as a team technical lead providing direction to team activities and facilitates information validation and team decision making process.
Exercises independent judgment within generally defined policies and practices to identify and select a solution.
Ability to handle most unique situations.
May seek advice in order to make decisions on complex business issues.
Responsibilities:
Improve and uplift the RSE individuals to prevent quality decline and improve overall customer experience.
New Hire Training Tech Debriefs Queue Monitoring Team Troubleshooting Refresh Training (Specifically tailored to each RSE needs) Baseline Skill checking to gauge RSE Technical knowledge.
Also highlight weak areas for better, targeted Refresh Training Focuses Team Troubleshooting, Process Consultations Monitor the Latex Teams chat and reply to the team when general questions are asked.
Lead the team enhancement resource desk (open room) Backup Supervisor (Supervisor Out of Office Days) Supplemental New Hire Interviews Maintaining Technical Knowledge on Current Supported Products Learning New Technical Knowledge on Current and Future Supported Products Researching and Writing Technical Troubleshooting Support Documents for RSE Needs Emergency Meetings for Hot Customers or Issues Meetings for Training Improvement/Review Improving Training information when Hardware Changes occur from GBU (Training Material and Resources become incompatible with current Hardware Configurations) Education and Experience Required:
Vocational:
apprenticeship/certification completion.
May be technical or non-technical.
May include on- the-job training in addition to studies.
In some locations, completion may be recognized by diploma.
Advanced programs may be 2
years.
Associate degree:
first attainable degree at the post-high school level.
Typically 2-year completion beyond High School level (i.
e.
, Associate of Arts, GCE 'A' level (Singapore), etc.
) or equivalent experience.
BA/BS or equivalent experience preferred.
5-7 years' experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Knowledge and Skills:
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support.
Partners frequently with the Sales Pursuit team.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability to lead resolution activities with escalated customers.
Ability to contribute to technical action plans.
Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.
).
Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% Relocation - No EEO Tagline - HP Inc.
is EEO F/M/Protected Veteran/ Individual with Disabilities.
Recommended Skills Analytical Case Management Communication Customer Experience Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
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