Enterprise Field Technical Support Specialist

HP; Massachusetts; Hybrid; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Generous time off and parental leave

13 paid holidays

Paid time off

Job summary

HP is seeking a Field Technical Support specialist to improve customer experience by guiding installation activities, providing site information, and supporting diverse customer needs. The role covers pre-sales, post-sales, and service delivery with proactive monitoring and on-site escalation as required.

Ideal candidates will have strong communication, a solutions-oriented mindset, and experience in coordinating cross-functional teams to resolve complex issues for enterprise customers.

Qualifications

• Strong communication and problem-solving skills.
• Experience coordinating teams across departments.
• Customer-centric mindset with proactive approach.

Responsibilities

• Enhances customer experience by providing a comprehensive overview of installation activities and site-specific information.
• Addresses customer-relation challenges promptly and escalates issues per protocol.
• Offers software services across pre-sales, post-sales, and service delivery support.
• Delivers tailored services to large enterprise or complex accounts addressing their requirements.
• Uses proactive monitoring to identify opportunities for preventing problems and improving experiences.
• Provides site support for break-fix activities and leads onsite escalation support when needed.
• Applies extensive knowledge to resolve complex issues and recommends improvements.
• Coordinates departmental work, mentors the team, and serves as escalation point.
• Identifies opportunities for improvement and ensures effective business controls through analysis.

Skills

Effective Communication

Results Orientation

Learning Agility

Digital Fluency

Customer Centricity

Education

High School Diploma or GED

Job description

HP is seeking a Field Technical Support specialist to improve customer experience by guiding installation activities, providing site information, and supporting diverse customer needs. The role covers pre-sales, post-sales, and service delivery with proactive monitoring and on-site escalation as required.

Ideal candidates will have strong communication, a solutions-oriented mindset, and experience in coordinating cross-functional teams to resolve complex issues for enterprise customers.