Enterprise Field Tech Support Specialist

HP Inc.

Austin (TX)

On-site

USD 34,000 - 52,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Long term/short term disability

Employee assistance program

Flexible spending account

Life insurance

Generous time off policies

4-12 weeks fully paid parental leave

13 paid holidays

15 days paid time off

Job summary

HP Inc. is hiring a Field Technical Support Representative in Austin, TX to improve customer experience with installation guidance, issue resolution, and software services across pre-sales, post-sales, and service delivery.

The role supports large enterprise accounts, mentors teammates, and drives improvements through proactive monitoring and onsite escalation leadership. The position requires 6–8 years of relevant experience, a high school diploma or GED, and deep knowledge of HP products,

Qualifications

High School Diploma/GED or higher.
Has 6-8 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Responsibilities

Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.
Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.
Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.
Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.
Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.
Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed.
Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.