דרושים Technical Support Representative - International Voice ב-Hp ב-India, Bengaluru

• Operates within established protocols and employs documented procedures to address customer concerns, with occasional discretionary judgment to complement the outlined process.
• Resolves simple to moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as more complex warranties.
• Initiates proactive customer assistance aimed at preventing or minimizing the occurrence of problems.
• Recommends tailored customer solutions through effective collaboration with various stakeholders.
• Provides valuable input to customer solution offerings, aligning recommendations with specific requester needs.
• Acquires job skills, becomes familiar with company policies, and completes routine to moderately complex assignments/tasks, while making suggestions for continuous improvement.
• Adheres to established company, legal and regulatory standards, and guidelines, and ensures confidentiality in all dealings with company data.
• Assists in implementing new processes, supports department-level operational plans, and shares technical information with colleagues and clients.
• Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.
• Any Graduation and work experience or demonstrated competence.
• Typically has 1-3 years of work experience, preferably in remote support, telephone support, Internaltion voice process, technologies and customer environments, or a related field.• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
• Works on assignments that are routine to moderately complex in nature and require basic problem resolution.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

• This role is responsible for building high-level client relationships, implementing strategic sales techniques, and maintaining an organized sales pipeline. The role contributes insights to adapt sales strategies, collaborates across departments, mentors junior team members, and consistently meets or surpasses sales targets.
• Leads key strategic accounts, focusing on long-term growth, deepening customer relationships, and aligning offerings with clients' evolving needs.
• Engages in advanced solution-based selling, addressing intricate customer needs with integrated multi-product/service solutions.
• Maintains an organized and up-to-date sales pipeline using CRM software, tracking interactions, opportunities, and follow-ups.
• Negotiates pricing, terms, and conditions with customers while maintaining profitability and customer satisfaction.
• Prepares accurate sales forecasts, reports, and performance metrics for management, contributing to data-driven decision-making.
• Analyzes complex sales data, metrics, and trends to identify areas for improvement, opportunities for growth, and potential bottlenecks.
• Leads and mentors a team of lower-level representatives, fostering their growth, performance, and professional development.
• Meets or exceeds sales quotas and targets, contributing to the overall revenue goals of the organization.
• Stays informed about industry trends, competitor activities, and market dynamics, sharing insights with the team and adapting sales strategies accordingly.
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in inside sales or tele sales, or a related field.
• Certified Inside Sales Professional (CISP)
• Business Development
• Business Planning
• Business To Business
• Cold Calling
• Consultative Selling
• Cross-Selling
• Customer Relationship Management
• Inside Sales
• Marketing
• Merchandising
• Outbound Calls
• Phone Sales
• Product Knowledge
• Sales Process
• Sales Prospecting
• Sales Strategy
• Salesforce
• Selling Techniques
• Telemarketing
• Upselling
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts multiple departments and leads large, cross-division functional teams or projects.
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

• This role is responsible for leading customer engagements through proactive outreach and managing complex sales support. The role analyzes data, contributes to long-term strategies, fosters relationships, and collaborates across departments for continuous sales improvement and growth.
• Provides sales support on complex engagements while maintaining the sales pipeline and achieving and/or exceeding goals and quotas.
• Initiates customer contact and follows up on leads, proactively engaging with customers to sell the organization’s offerings.
• Maintains an in-depth understanding of the company's products or services and effectively communicates their value propositions to both clients and junior team members.
• Collaborates with senior management to contribute to the development of long-term sales strategies, including target market expansion, product positioning, and sales channel optimization.
• Stays updated about industry trends, competitor activities, and emerging market opportunities, sharing insights with the team and contributing to the overall strategy.
• Fosters and maintains strong relationships with key customers, understanding their evolving needs and working to ensure their satisfaction and loyalty.
• Analyzes sales data, trends, and market insights to prepare accurate sales forecasts and reports for management.
• Collaborates closely with other departments such as marketing, product development, and customer support to address customer needs and drive continuous improvement.
• Identifies areas for process enhancement within the sales cycle to streamline operations and increase efficiency.
• Explores and identifies new market opportunities, potential partnerships, and avenues for revenue growth.• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 6-8 years of related work experience, preferably in inside sales or tele sales, or a related field.
• Certified Inside Sales Professional (CISP)
• Business Development
• Business Planning
• Business To Business
• Cold Calling
• Consultative Selling
• Cross-Selling
• Customer Relationship Management
• Inside Sales
• Marketing
• Merchandising
• Outbound Calls
• Phone Sales
• Product Knowledge
• Sales Process
• Sales Prospecting
• Sales Strategy
• Salesforce
• Selling Techniques
• Telemarketing
• Upselling
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
• Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

• This role is responsible for independently addressing customer concerns using established protocols, resolving moderately complex technical issues, and providing comprehensive responses about products and services. The role actively collaborates with teams, contributes to customer solution offerings, and aligns their work with global strategies. The role adheres to standards, maintains data confidentiality, and completes process-oriented assignments with minimal supervision.
• Operates almost independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process.
• Resolves moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as extended warranty coverage through the enterprise.
• Assists customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Works effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
• Provides valuable input to customer solution offerings, aligning recommendations with specific requester needs.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.
• Works on assignments that are moderately complex in nature and require intermediate problem resolution.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

Key Responsibilities

• Lead and manage ServiceNow implementation and enhancement projects from initiation to completion.
• Define project scope, objectives, timelines, and deliverables in collaboration with stakeholders.
• Develop detailed project plans, track progress, and ensure timely completion of milestones.
• Facilitate communication between technical teams, business users, and leadership to align project goals.
• Identify project risks, issues, and dependencies, and implement mitigation strategies.
• Oversee budget, resource allocation, and vendor relationships as needed.
• Ensure compliance with ITIL best practices and organizational governance standards.
• Drive continuous improvement by analyzing project outcomes and implementing lessons learned.
• Provide regular project status updates and reports to stakeholders.
• Support change management efforts to drive user adoption and successful deployment of ServiceNow solutions.

Qualifications & Requirements:

• Bachelor's degree in Project Management, Business, Information Technology, or a related field (or equivalent experience).
• 10+ years of experience in IT project management, with at least 5 years focused on ServiceNow projects.
• Project Management Professional (PMP), Certified Scrum Master (CSM), or equivalent certification preferred.
• Strong understanding of ServiceNow platform capabilities, ITSM, CMDB, ITOM, and related modules.
• Experience with Agile and SCRUM methodologies and Agile 2.0 / SAFe in ServiceNow.
• Excellent organizational, problem-solving, and leadership skills.
• Ability to manage multiple projects simultaneously and work in a fast-paced environment.
• Strong communication and stakeholder management skills.

Preferred Qualifications:

• Experience with large-scale ServiceNow implementations or migrations.
• Familiarity with ServiceNow development processes, integrations, and best practices.
• ITIL v4 Foundation certification.
• Experience managing cross-functional teams and vendor partnerships.

Personal qualities

• Integrity
• Teamwork
• Communication
• Customer Focus
• Problem Solving
• Initiative
• Growth Mindset

• Project management
• Project planning
• Information technology (IT)
• Systems integration
• Project management software
• Process improvements
• Infrastructure design
• Security management
• Risk management
• Internal communications
• Contract management
• Project controls
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

• This role is responsible for building high-level client relationships, implementing strategic sales techniques, and maintaining an organized sales pipeline. The role contributes insights to adapt sales strategies, collaborates across departments, mentors junior team members, and consistently meets or surpasses sales targets.
• Leads key strategic accounts, focusing on long-term growth, deepening customer relationships, and aligning offerings with clients' evolving needs.
• Engages in advanced solution-based selling, addressing intricate customer needs with integrated multi-product/service solutions.
• Maintains an organized and up-to-date sales pipeline using CRM software, tracking interactions, opportunities, and follow-ups.
• Negotiates pricing, terms, and conditions with customers while maintaining profitability and customer satisfaction.
• Prepares accurate sales forecasts, reports, and performance metrics for management, contributing to data-driven decision-making.
• Analyzes complex sales data, metrics, and trends to identify areas for improvement, opportunities for growth, and potential bottlenecks.
• Leads and mentors a team of lower-level representatives, fostering their growth, performance, and professional development.
• Meets or exceeds sales quotas and targets, contributing to the overall revenue goals of the organization.
• Stays informed about industry trends, competitor activities, and market dynamics, sharing insights with the team and adapting sales strategies accordingly.
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in inside sales or tele sales, or a related field.
• Certified Inside Sales Professional (CISP)
• Business Development
• Business Planning
• Business To Business
• Cold Calling
• Consultative Selling
• Cross-Selling
• Customer Relationship Management
• Inside Sales
• Marketing
• Merchandising
• Outbound Calls
• Phone Sales
• Product Knowledge
• Sales Process
• Sales Prospecting
• Sales Strategy
• Salesforce
• Selling Techniques
• Telemarketing
• Upselling
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• Impacts multiple departments and leads large, cross-division functional teams or projects.
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

• Deep understanding of Solution Architecting (based on Personal Systems) for large deals and turnkey projects.
• Ability to engage with customers to understand their business needs / pain points and recommend Services and Solutions accordingly.
• Actively contributes to the Services Sales cycle from identifying an opportunity to proposing a solution.
• Establishes relationships with sales teams, customers, and partners at senior level.
• Jointly drive Product line and quota responsibility for a significant share of the Services product range.
• May lead a subset of the team. May lead overall customer engagement with one or several sales teams.

• University or Bachelors degree; advanced degree or MBA preferred.
• Typically 8-12 years of professional experience with a combination of Marketing, Sales, Business Planning experienced preferred.
• Consumer and/or Commercial Partner management expertise. End User Acct management as an alternative.
• Working knowledge (preferred) of Server & Client Operating Systems (Microsoft, Google, Open Source)
• At least 5+ years of Domain Knowledge / Experience with PC/WS/NB will be preferred.
• Good Communication Skills.

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Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.