Field Technical Support Representative
Description -Job Summary This role is responsible for delivering tailored post-sales software services to local accounts, responds to a range of queries, and utilizes proactive monitoring for issue prevention. The role maintains high customer satisfaction by addressing requirements and resolving issues promptly. The role troubleshoots IT infrastructure problems, adheres to standards, supports operational plans, and performs assigned tasks under supervision.
Responsibilities Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
Handles customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
Delivers comprehensive software services, encompassing post-sales and service delivery support, specifically tailored for local accounts on standard systems.
Responds adeptly to queries spanning service, product, technical aspects, and customer relations, providing accurate and valuable information.
Uses proactive monitoring procedures and tools to identify problem prevention opportunities.
Analyzes, troubleshoots, and resolves issues within IT infrastructure, including enterprise systems, servers, storage, and networking.
Acquires job skills, becomes familiar with company policies, and completes routine to moderately complex assignments/tasks, while making suggestions for continuous improvement.
Adheres to established company, legal and regulatory standards, and guidelines, and ensures confidentiality in all dealings with company data.
Assists in implementing new processes, supports department-level operational plans, and shares technical information with colleagues and clients.
Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.
Education & Experience Recommended High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 2-4 years of 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.
Knowledge & Skills Automation
Chemistry
Commissioning
Customer Relationship Management
Customer Support
Electrical Engineering
Electromechanics
Electronics
Environment Health And Safety
Field Service Management
Hand Tools
Key Performance Indicators (KPIs)
Operating Systems
Preventive Maintenance
Process Improvement
Safety Standards
Technical Services
Technical Support
Technical Training
Test Equipment
Cross-Org Skills Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Impact & Scope Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
Complexity Works on assignments that are routine to moderately complex in nature and require basic problem resolution.
Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
The pay range for this position is $22 to $26 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:HP offers a comprehensive benefits package for this position, including:
- 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 compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Job -Services
Schedule -Full time
Shift -No shift premium (United States of America)
Travel -Relocation -No
Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"
