Social Media Team ( Reddit ) JD

Responsibilities

- Act as the primary contact for customers across HPs social media platforms,

responding to technical and product-related queries.
- Provide support and resolve both easy and complex technical issues related to

HP consumer products, maintaining a customer-centric focus.
- Engage positively with HP customers and partners, articulating the perks of HP products and services.
- Utilize logical, methodical approaches to troubleshoot and resolve issues with HP printers, PCs, tablets, and connected services.
- Offer troubleshooting for a wide range of technical issues across hardware,

networking (LAN/WLAN), and software (Windows, macOS, iOS, Android).
- Provide clear, step-by-step technical guidance in an easily understandable manner, ensuring customers are satisfied with resolutions.
- Engage customers on Social Community and social platforms, representing HPs brand voice and tone consistently.
- Proactively identify emerging customer issues and escalate where necessary, while also addressing public sentiment about HP products.
- Stay up to date with new HP products and services, including mobile printing technologies, HP Connected, e-Print, Instant Ink, and related apps.
- Share insights with internal teams to improve customer support processes and product development.
- Recognize sales opportunities during customer interactions and work to generate leads.

Knowledge and Skills





- Provide technical troubleshooting support for HP consumer products, including

Printers, PCs, and connected cloud services like Instant Ink.
- Assist customers with hardware and software troubleshooting, covering networking

(LAN/WLAN), operating systems (Windows, macOS, iOS, Android), and legacy technologies like scanning and faxing.
- Respond to customer inquiries on social media platforms such as Facebook, X,

Instagram, LinkedIn, Community, and YouTube, ensuring timely and helpful interactions.
- Utilize social media management tools and follow platform-specific best practices to engage with customers effectively.
- Explain technical solutions clearly and simply, ensuring customers understand troubleshooting steps and resolutions.
- Communicate in a professional, friendly, and brand-aligned manner, maintaining

HPs voice in all customer interactions.
- Maintain fast and accurate typing skills (minimum 45 words per minute) to handle multiple conversations efficiently.
- Demonstrate strong soft skills, including empathy, patience, and professionalism when assisting frustrated customers.
- Think critically and proactively to resolve customer issues, escalating complex cases when necessary.
- Recognize opportunities to inform customers about HP products and services that may enhance their experience.
- Stay updated on social media trends, HP products, and emerging technologies to provide the best customer support experience.

📌 Social Media Technical Support (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru