Poly Technical Support Associate

Description -

At HP, we lead the way in audio and video technology because we understand the profound impact of human connection. It drives innovation, solves challenges, inspires action, and enhances productivity. To strengthen these connections, we united our portfolio of high-quality, proven products and services, empowering people to engage with what matters most, whether it’s colleagues, customers, playlists, or favorite games. Our technology is designed to keep those connections strong and enable seamless collaboration and understanding, regardless of circumstances, distance, or time zones.

The role

HP is seeking a qualified candidate who can work as Technical Support Executive and will be responsible to provide 24*7 technical support to our customers.

Preferred candidates shall possess hands on experience in complex fault resolutions, front ending customer in case of critical incidents on technical front (SIP/H.323, VOIP/Video conferencing, VOIP, Unified communication).

Key Responsibilities

• Provide technical solutions to end-users and distribution partners as a product specialist.
• Deliver excellent customer management, including clear communication, timely follow-through, and strong advocacy for customer concerns.
• Create and manage cases in the Customer Relationship Management (CRM) system.
• Guide customers toward online self-service tools and web-based support resources.
• Support customers through phone-based remote assistance, e-support, and e-chat channels.
• Escalate unresolved issues to Tier 2 when required.
• Update customer issues and requirements proactively, ensuring timely responses.
• Take ownership of assigned cases and assist customers proactively.
• Meet or exceed defined performance targets.
• Willingness to learn, upskill, and grow into advanced technical roles.
• Flexible to work in night shifts without impacting health or work-life balance.

Job Complexity

Works on problems of elementary to moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.

Supervision

Normally receives general instructions on routine work, detailed instructions on cases as required and specific processes. Will be accountable for all tasks assigned for timely execution and completion.

What do we expect you to bring?

• Fluent English.
• Prior experience in tech support with insights into modern day peripherals
• Preferable knowledge/background of Computer Science and elementary Networking.
• Understanding of VoIP and Video conferencing
• Knowledge of general protocols: SIP, H323, H264 QOS, G711, G729, G723, Real-Time Audio, RTP, RTCP & Networking concepts (VPN connectivity, IP addressing, routers, switches, circuits, etc.)
• Certifications desired: CCNA, CCNP, RHCHA, MCSE, Wireshark (WCNA) or equivalent.
• Microsoft Teams, Zoom, CUCM experience preferred.
• Customer relationship skills & effective communication skills
• Attention to details and adherence to processes.
• Problem solving techniques, proactive approach in assessing probable causes for the problems

As a person you feel confident with:

• Problem solving and troubleshooting skilled
• Customer Focused
• Self-driven and independent and able to manage own time, goals & objective
• People oriented and a team player
• Strong communication skills, ability to build and maintain internal and external relationships
• Ability to work and perform under pressure

What does HP offer in return?

• Working in one of world’s leading companies in to delivering simply smarter communication with innovative design and technology.
• Technical development & career program
• Smarter working.
• Working in an international environment

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation or based on disability.

To all recruitment agencies: HP does not accept agency resumes. Please do not forward resumes to our job’s alias, HP employees or any other company location. HP is not responsible for any fees related to unsolicited resumes.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"