Proactive Support Customer Manager For HPE Storage Products AMER Region

Hewlett Packard Enterprise; India; Hybrid; INR 700,000 - 900,000; Full time

Benefits offered by this job

Health & wellbeing benefits

Career development programs

Inclusive workplace

Job summary

Hewlett Packard Enterprise is seeking a Proactive Support Customer Manager for HPE Storage products in the AMER region. The role is hybrid with two in-office days per week.

The role focuses on resolving technical issues, answering product and service questions, and mentoring other agents. Strong English, ITIL familiarity, and storage experience are required to succeed.

Qualifications

• English fluency across regional language(s).
• Storage products experience including MP Block.
• Strong troubleshooting in technical environments.
• Proficient in case management databases/tools.
• Experience with phone/remote support.
• Ability to mentor new agents and lead resolution activities.

Responsibilities

• Resolve technical issues (hardware and software) for internal/external users.
• Respond to service/product/technical questions about features, specs, repairs.
• Proactively assist businesses to avoid/reduce problems.
• Lead team activities and validate information for decisions.
• Escalate and resolve complex business issues.
• Document solutions for future use and knowledge sharing.
• Collaborate with Sales Pursuit team.

Skills

English fluency

Storage skills

Hardware & software troubleshooting

Case management tools

Remote/phone support

Team leadership

Education

BA/BS or equivalent experience

Associate degree

Tools

Case management software

Job description

Job Description:

Proactive Support Customer Manager for HPE Storage Products, AMER Region. This role has been designed as Hybrid with a requirement that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

Responsibilities:

• Ability to work late night shift India/Bengaluru time (US time zone hours); an 8-hour shift sometime within the hours of 5:30 PM to 2:30 AM Bengaluru time — US time zone hours.


• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.


• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).


• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.


• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.


• Review and may resolve complex business issues.


• Excellent communication skills. Add case resolution to KMS.


• Understand and utilize Information Technology Information Libraries (ITIL).


• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.


• Partners frequently with the Sales Pursuit team.

What you need to bring

Education and Experience Required:

• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.


• 3-5 years experience in relevant technologies and customer environments.


• Relevant industry qualification where applicable.

Knowledge and Skills:

• Fluent/Native in English region language.


• Storage and/or host (virtualization) skills or relevant experience in HPE Storage products, including MP Block.


• Excellent verbal and written communication skills in language to be supported.


• Experience in troubleshooting in a technical environment.


• Excellent analytical and problem solving skills.


• Software and hardware knowledge of computing, storage and peripheral devices.


• Advanced proficiency with case management databases and tools.


• Superior customer service skills.


• Phone and remote support.


• Partners frequently with the Sales Pursuit team.


• Ability to solve and document solutions for usage of other technicians and customers.


• Ability to mentor new agents.


• Ability to lead resolution activities with escalated customers.


• Ability to contribute to technical action plans.


• Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job: Services

Job Level: Specialist

Hewlett Packard Enterprise is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.