Field Technical Support Representative

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.

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.

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.

Perks & 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
• 13 paid holidays
• 15 days paid time off

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 .