Field Technical Support Representative
HP
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Benefits offered by this job
Job summary
HP is seeking a seasoned on-site customer support professional in Alpharetta, GA, to enhance the customer experience by delivering installation information, addressing challenges, and providing software services across pre-sales, post-sales, and service delivery.
The role emphasizes proactive monitoring, site support for break-fix activities, and mentoring the team while identifying improvement opportunities and fostering strong relationships with customers and colleagues.
Qualifications
- High School Diploma/ GED or equivalent
- 6-8 years of related work experience, preferably in HP products or customer support roles
- On-site customer support, mission-critical systems experience a plus
Responsibilities
- Enhances customer experience by providing installation overview, site-specific information, and access to contacts.
- Addresses customer-relations challenges promptly and escalates issues per protocol.
- Offers software services across pre-sales, post-sales, and service delivery to diverse enterprise accounts.
- Delivers tailored solutions to large, complex accounts to meet specific requirements.
- Utilizes proactive monitoring to identify opportunities to prevent problems and improve experiences.
- Provides on-site support for break-fix activities and guides third-party/service providers; leads escalation when needed.
- Applies extensive knowledge to resolve complex issues and recommends improvements.
- Coordinates departmental work, mentors the team, and serves as escalation point for related issues.
- Identifies opportunities for improvement, makes recommendations, and ensures effective business controls.
- Coordinates departmental work within the team and across departments to monitor processes and sustain positive relations with staff and management.
Skills
Education
Tools
Job description
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.
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.
- 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.
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- 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.
NA
- Automation
- Chemistry
- Commissioning
- Customer Relationship Management
- Customer Support
- Electrical Engineering
- Electromechanics
- Electronics
- Environment Health And Safety
- Field Service Management
- Hand Tools
- Key Performance Indicators (KPIs)
- Operating Systems
- Preventive Maintenance
- Process Improvement
- Safety Standards
- Technical Services
- Technical Support
- Technical Training
- Test Equipment
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
The pay range for this position is $25 to $38 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
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
- 15 days paid time off (US benefits overview)
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.
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.
Services
Full time
No shift premium (United States of America)
75%
No
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
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