Description
This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention.
The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support.
Responsibilities
- Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
- Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
- Provides comprehensive software services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
- Leads direct post-sales technical support for end users and organization's authorized service providers, resolving technical challenges on designated hardware and software platforms.
- Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
- Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
- Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
- Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
- Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
- Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.
Education & Experience Recommended
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- Typically has 4-6 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.
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 ( US benefits overview )
The pay range for this position is $24 to $34 USD per hour.