Duty Manager overseeing online department operations at Coles. Ensuring customer satisfaction and supporting a team of Personal Shoppers in a retail environment.
About the role
- Technical Customer Assurance Manager resolving complex technical issues across hardware and software for HP customers. Providing trusted consultation and leading innovative solutions within customer environments.
Responsibilities
- Resolve moderate to complex technical problems (hardware/software) for customers and end users, leveraging proactive monitoring and notifications.
- Set a service direction aligned to customer needs and coordinate closely with internal and external stakeholders.
- Act as a trusted consultant to plan, coordinate, and architect innovative solutions, serving as the primary technical advocate for assigned customers.
- Collaborate with ecosystem partners (e.g., Microsoft, Google, Zoom, Pexip) and end users to prevent or minimize issues and recommend continuous improvements.
- Architect, deploy, manage and integrate solutions in customer environments; participate in architecture and design reviews to improve product quality.
- Work cross‑functionally to deliver support efficiently, enhance troubleshooting effectiveness, and drive successful outcomes.
- Support initiatives that expand business opportunities through innovative technologies and services.
- Apply advanced subject‑matter expertise, lead and contribute to complex projects, and exercise independent judgment to resolve business issues.
- Build productive relationships internally and externally; mentor junior team members as needed.
- Own governance and reporting: conduct service review, maintain operational dashboards and provide executive incident summaries and RCAs for critical events.
- Ensure all activities comply with HP privacy and EU GDPR requirements or relevant rules applicable to service delivery location.
Requirements
- Bachelor’s degree or higher in a relevant discipline, or equivalent professional experience
- Typically 7–10 years of experience in remote support, technical account management, customer environments, or a related field
- Preferred Certifications: Wireshark WCA, Cisco CCNE or other network certifications, Microsoft Teams Administration, Pexip CET
- Experienced in Unified Communications
- Exposure to Microsoft Teams, Zoom, Google Meet, Pexip
- Automation and scripting
- Operating systems (Linux)
- Root cause analysis and diagnostics
- SaaS and cloud services
- TCP/IP and networking
- Communication Protocols: H323, SIP, WebRTC
- Technical services and support
- Workflow and ticket management tools
- French language proficiency is required (professional fluency for customer communications, meetings, and documentation)
- English language proficiency is also required for global collaboration and reporting
Benefits
- Meal vouchers
- Discounts on HP products
- Great work-life balance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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