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Technical Support Graduate with Romanian and English

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Hewlett Packard Enterprise

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Location:
Bulgaria , Sofia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Technical Support Graduate with Romanian and English to join our Customer Solution Center team. In this role your main responsibility is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platforms, operating systems, subsystems and products operating on these systems. You are the first level of technical support to the customers. On receipt of a service request you will researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of part for the field engineer, and/or direct shipment to the customer. In all cases where a problem gets too complex you responsible for timely elevation and/or escalation.

Job Responsibility:

  • Manage customer cases to a satisfactory resolution
  • Research for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes
  • Qualification of hardware cases involves diagnosis and/or recommendation of part for the field engineer, and/or direct shipment to the customer
  • Timely elevation and/or escalation when the case is complex
  • Timely responding to customers via phone/mail/web
  • Logging cases, providing information & troubleshooting to solve customer problem according company KPIs for the business
  • Managing customer expectations by taking into consideration the entitlement and identifying customer problems
  • Keeping customer informed, setting and following commitments, keeping precise case documentation and case ownership
  • Participating in projects for process or quality improvements
  • Managing multiple tasks or cases simultaneously with minimal supervision
  • Active and self-paced improvement of technical and business process knowledge
  • Independently and actively improving the quality metrics towards the achievement of the targets beyond
  • Keeping documentation as per requirements
  • Meeting the deadlines and keeping the service level agreements
  • Timely elevating and/or escalating to next level when the case is complex

Requirements:

  • Graduated in the last year from a Bachelor/Master program
  • Very good command of English
  • Excellent language skills in Romanian
  • Great communication skills and a social and customer oriented nature
  • Problem solving qualities
  • Friendly and positive attitude in the work environment
  • Self motivated and not afraid of a challenge
  • Analytical and problem-solving skills
  • Eager to learn and develop in the technological space

Nice to have:

  • Accountability
  • Action Planning
  • Active Learning
  • Active Listening
  • Bias
  • Business Growth
  • Business Planning
  • Coaching
  • Commercial Acumen
  • Creativity
  • Critical Thinking
  • Cross-Functional Teamwork
  • Customer Experience Strategy
  • Customer Solutions
  • Data Analysis Management
  • Data Collection Management
  • Data Controls
  • Design Thinking
  • Empathy
  • Follow-Through
  • Growth Mindset
  • Intellectual Curiosity
  • Long Term Planning
  • Managing Ambiguity
What we offer:
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion

Additional Information:

Job Posted:
August 13, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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