Software Support Agent

Intracon Consulting is a 360º HR consultancy office made up of expert professionals in this field, with more than 10 years of experience with clients such as Hewlett-Packard (HP). The company is part of Intracon Spain, along with Intracon Marketing Solutions: a global agency that helps B2B companies achieve their goals with creative Marketing and Sales solutions.

We are currently looking for an experienced Software Support Agent with excellent communication skills to provide service to one of our main clients, Hewlett-Packard (HP). This person will take part in the Graphic Solutions Business Customer Support team for the software solution HP Site Flow: end-to-end automation of production and print workflow.

About the role:

• Dedication: Full time
• Location: remote
• Project's length: permanent

Main responsibilities:

• Successfully resolve technical issues from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a team or project leader providing direction to team activities and facilitating information validation and team decision-making processes.
• Review and may resolve complex business issues.
• Add case resolution to Knowledge Management System.
• Represent and participate on an HP team in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partner frequently with the Sales team.
• 3-5 years’ experience in relevant technologies and customer support environments.
• Fluent English is a must.
• Other language is a plus.
• Experience in troubleshooting in a technical environment.
• Excellent verbal and written communication skills.
• Flexibility to shift work (some weekends, mainly November and December).
• Graphics arts, pre-press, digital printing technology knowledge.
• Excellent analytical and problem-solving skills.
• Software and hardware knowledge of computing, storage, and peripheral devices.
• Advanced proficiency with case management databases and tools.
• 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.).

What we offer:

• Good working environment.
• Multicultural and dynamic team.
• Free language courses with native speaker teachers.
• Monthly individual one-to-one follow up.
• Intracon benefits (discounts on health insurance, sport centers, and more).

As an equal opportunity organization, we recruit, employ, train, compensate, and promote without regard to race, religion, creed, colour, national origin, age, gender, sexual orientation, gender identity, marital status, disability, or any other basis.

Please note that, due to the amount of CVs that we receive, only those candidates selected for interviews will be contacted. However, we want to thank all applicants for their interest and time.