Command Center Monitoring Engineer – Managed Collaboration Services
hp · Heredia
Description du poste
About the role
The Command Center Monitoring Engineer supports Managed Collaboration Services by collaborating with technical support, quality analysts, and sales teams to resolve customer issues quickly and ensure high satisfaction.
Key responsibilities
- Track and manage open tickets, communicate progress, and ensure timely resolution.
- Diagnose root causes of failures, implement fixes, and document cases for escalation.
- Handle customer inquiries across phone, email, and instant messaging, covering product usage, compatibility, configuration, and support entitlements.
- Contribute to department goals by recommending process improvements and sharing research findings.
Required profile
- 4‑year degree in Computer Science, Information Systems, Engineering or related field, or equivalent experience.
- 2‑4 years of experience in telephone support, micro‑computer industry or similar environment.
Required skills
- Proficiency with Power BI.
- Advanced knowledge of Microsoft Excel, Word and PowerPoint.
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hp
Heredia