Field Technical Support Representative

16 Minutes ago • 2-5 Years • $52,000 PA - $76,960 PA

Facility Management

Job Description

This role focuses on enhancing customer experience through installation support, issue resolution, and software services across pre-sales, post-sales, and service delivery. It involves addressing diverse customer needs, providing tailored solutions for complex accounts, proactive monitoring, and onsite break-fix support. The representative also mentors the team, identifies improvements, and fosters positive relationships.

Good To Have:

Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
Thorough knowledge of administrative or technical practices.
Strong communication skills both verbal and written.
Strong Customer relationship building skills.
Ability to manage complex Customer problems.
Ability to perform while under high-pressure situations.
Good teamwork with peers and HP personnel.
Demonstrate consistent, acceptable performance of all business fundamentals.
Knowledge of portfolio of services.
Schedule and participate in on-site account support meetings both internal and external.

Must Have:

Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.
Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
Provide software service, pre-sales, post-sales or service delivery support.
Deliver services, including customized services to large enterprise, complex or corporate accounts.
Use proactive monitoring procedures/tools to identify problem prevention opportunities.
Minimum Vocational/Diploma/Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience.
Experience with support of full range of HP products in Customer base.

Perks:

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

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Job Summary

• 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.

Responsibilities:

### Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.
### Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
### Provide software service, pre- sales, post-sales or service delivery support.
### Deliver services, including customized services to large enterprise, complex or corporate accounts.
### Use proactive monitoring procedures/tools to identify problem prevention opportunities.

Education and Experience Required:

### Minimum Vocational/Diploma/ Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience.
### Experience with support of full range of HP products in Customer base.

Knowledge and Skills:

### Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
### Thorough knowledge of administrative or technical practices Proficient Field Technical Support skill set.
### Knowledge of assigned HP hardware system platforms.
### Familiar with networking and all supported operating system platforms (i.e. HP- UX, NT, Linux, etc.)
### Knowledge of high availability system environments.
### Strong communication skills both verbal and written.
### Strong Customer relationship building skills Ability to manage complex Customer problems.
### Ability to perform while under high-pressure situations.
### Project management, analysis, communication, scheduling, controlling, and presentation skills.
### Good teamwork with peers and HP personnel.
### Demonstrate consistent, acceptable performance of all business fundamentals.
### Knowledge of portfolio of services.
### Basic knowledge of change management process and tools available.
### Schedule and participate in on-site account support meetings both internal and external .