Computing Technical Mentor / Backup Team Leader
Cupola Teleservices – HP Inc.
Total years of experience :11 years, 5 Months
• Provide coaching and mentoring to technical agents.
• Investigate and provide technical solutions to unresolved/escalated cases.
• Working closely with Tier Two Support to troubleshoot arising issues and testing solutions to ensure quick case resolution.
• Attend HP technical product, technology, operating systems and process training and deliver to agents.
• Monitor agents’ calls and cases to ensure to maintain service level and ensure customer satisfaction.
• Handling angry customers and explaining policies to avoid transfer to Customer Relations Team.
• Interviewing new joiners for the Technical Team and providing extensive training sessions to new joiners.
• Handle weekly reports for HP about the performance of the agents and case handling.
• Providing technical support to HP products including but not limited to Notebooks, Desktops, Tablets and Printers.
• Handle different types of customers throughout the Middle East to provide technical assistance.
• Troubleshooting software issues and engaging in hardware issues.
• Assisting customers with Windows XP - Windows 8.1 & MAC OS X 10.5 - MAC OS X 10.10.
• Providing limited help to customers with Microsoft Office applications.
• Helping customers by phone, email and remote support (LogMeIn Program)
• Following up with customer on daily basis to ensure problem resolution.
• Assist Computing and Printing Mentors in training newly joined agents.