Field Technical Support Representative
Description -
Job Summary
• This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships.
Responsibilities:
Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.
Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
Provide software service, pre- sales, post-sales or service delivery support.
Deliver services, including customized services to large enterprise, complex or corporate accounts.
Use proactive monitoring procedures/tools to identify problem prevention opportunities.
Education and Experience Required:
Minimum Vocational/Diploma/ Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience.
Experience with support of full range of HP products in Customer base.
Knowledge and Skills:
Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
Thorough knowledge of administrative or technical practices Proficient Field Technical Support skill set.
Knowledge of assigned HP hardware system platforms.
Familiar with networking and all supported operating system platforms (i.e. HP- UX, NT, Linux, etc.)
Knowledge of high availability system environments.
Strong communication skills both verbal and written.
Strong Customer relationship building skills Ability to manage complex Customer problems.
Ability to perform while under high-pressure situations.
Project management, analysis, communication, scheduling, controlling, and presentation skills.
Good teamwork with peers and HP personnel.
Demonstrate consistent, acceptable performance of all business fundamentals.
Knowledge of portfolio of services.
Basic knowledge of change management process and tools available.
Schedule and participate in on-site account support meetings both internal and external .
The pay range for this position is $25 to $37 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
4-12 weeks fully paid parental leave based on tenure
13 paid holidays
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (United States of America)
Travel -
75%
Relocation -
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"