Field Technical Support

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:

• 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.

Education & Experience:

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically 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.

Benefits: No benefits mentioned.