Field Technical Support Consultant 4

HP; Chicago (IL); Sur place; USD 93 000 - 144 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

Paid time off

Résumé du poste

HP is seeking a senior expert to solve complex technical issues for internal and external customers, leveraging extensive product knowledge across HP storage, enterprise systems and support services. The role requires mentoring peers and leading cross-functional initiatives.

The incumbent will represent HP at customer locations, industry events, and vendor meetings, applying independent judgment to drive process improvements and policy guidance.

Qualifications

• Bachelor’s degree or equivalent experience.
• Typically 3–4 years beyond high school with BA/BS or equivalent experience.
• 5–7 years experience in relevant technologies and customer environments.

Responsabilités

• Resolve technical issues from internal or external customers and proactive notification systems.
• Respond to service, product, technical, and customer relations questions on features and repairs.
• Proactively assist businesses and end users to avoid or reduce problem occurrence.
• Mentor and guide other employees.
• Provide direction to process improvements.
• Lead or participate in cross-functional initiatives.

Connaissances

Verbal communication

Written communication

Advanced troubleshooting

Analytical skills

Problem solving

Mentoring

Customer service

Lead initiatives

Formation

Bachelor’s degree or higher

BA/BS or equivalent experience

Outils

Case management systems

Description du poste

Description -

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Description -

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities

• Successfully resolve technical issues 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 mentor and guide other employees.
• Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Understand and utilize ITIL.
• Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners actively with the Sales Pursuit team.

Education And Experience Required

• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science).
• Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
• 5-7 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge And Skills

• Excellent verbal and written communication skills in language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience.
• E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly Developed knowledge of more complex solutions.

Salary

The pay range for this role is $93,400 to $143,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

• 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
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job

Services

Schedule

Full time

Shift

Shift 1, 0% premium (United States of America)

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"