Field Technical Support Specialist

hace 4 semanas

Xico, México Hewlett Packard A tiempo completo

**Job Summary**

This role is responsible for delivering tailored post-sales software services to local accounts, responding to a range of queries, and utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction by addressing requirements and resolving issues promptly.

**Key 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.

**Requirements**

  • 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.

**Preferred 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

**Impact & Scope**

Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

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