Technical Customer Solution Center Representative (Level 4)

About the role

This position is responsible for resolving moderate to complex technical problems, delivering comprehensive information about HP services and products, and proactively assisting customers. The role works independently while collaborating with cross‑functional teams to ensure smooth project outcomes and strong customer relationships.

Key responsibilities

• Operate independently following established protocols, applying moderate judgment to address customer concerns.
• Resolve hardware and software issues of moderate to complex nature through inbound interactions and proactive notifications.
• Provide detailed responses on services, products, specifications, warranties, and support entitlements.
• Assist customers proactively to prevent issues and contribute to process‑improvement initiatives.
• Coordinate departmental work, mentor team members, and act as an escalation point for technical matters.

Required profile

• High School Diploma, GED, or equivalent education.
• Typically 6‑8 years of experience in remote support, telephone support, or related technical customer‑service environments.

Required skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Desktop Support
• Help Desk Support
• ITIL (Information Technology Infrastructure Library)
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers