Description
We are seeking a Technical Support Engineer to join our Customer Solution Centers team. As a Technical Support Engineer, you will work on average 2 days per week from an HPE office and provide remote service to customers, onsite engineering personnel, and Authorized Service Providers.
Your main responsibilities will include:
- Resolving technical issues (hardware and software) from incoming internal or external businesses and end-users' contacts and proactive notification systems
- Responding to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options
- Resolving incoming internal or external businesses and end-users' problems via telephone and e-support
- Articulating case summaries, resolutions, and adding to the Knowledge Management System (KMS)
- Proactively assisting customers to avoid or reduce problem occurrence
- Representing the company in face-to-face customer location visits, industry conferences/trade shows, vendor meetings, etc.
- Engaging team members for support as required to ensure internal or external business and end-user SLA demands are met
- Partnering with and assisting the Sales Pursuit team
To be successful in this role, you will need:
- A degree in IT, Industrial Engineering, or a related field
- 2+ years of experience in relevant roles
- Intermediate-advanced English language skills
- Experience in relevant technologies and customer environments, including Storage, servers, networking, and virtualization
- Optional: Portuguese language skills
- Excellent verbal and written communication skills in the language to be supported
- Experience in troubleshooting in a technical environment
- Excellent analytical and problem-solving skills
- Software and hardware knowledge of computing, storage, and peripheral devices
- Knowledge/experience with case management databases and tools
- Customer service skills
- Phone and remote support experience, including e-support
- Case management system experience
We offer a range of benefits, including health and wellbeing programs, personal and professional development opportunities, and unconditional inclusion.
If you are a motivated and customer-focused individual with excellent technical skills, we encourage you to apply for this exciting opportunity.