Technical Support Specialist

hace 6 días

Monterrey, Nuevo León, México Hewlett Packard A tiempo completo

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our team at Hewlett Packard. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Ensure high level customer satisfaction by clarifying customer needs and ensuring that they are met.
  • Handle customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
  • Provide software service, pre-sales, post-sales or service delivery support.
  • For Mission Critical Customers, provide proactive and some reactive services.
  • Monitor operation performance and work on corrective action plans (if needed).
  • Provide input about Customers business and industry trend information into Account Support Plan.
  • Mentor/Coach new hires on work process and procedures.
  • Responsible for account growth and retention.

Requirements:

  • Minimum Vocational/Diploma/Associate Degree (technical field) with 6+ years of working experience in related fields or Degree holder with 4-6 years relevant working experience.
  • Experience with support of full range of HP products in Customer base.
  • Proactive account management experience must meet HA/MCS qualifications.

Preferred Qualifications:

  • Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
  • Thorough knowledge of administrative or technical.
  • Demonstrate state-of-the-art technical, functional or business knowledge.
  • Recognized as an expert in one or more industry or advanced specialty areas.
  • Demonstrated strong knowledge of O/S, UNIX, and networking.
  • Maximize systems availability as a technical specialist highly trained in heterogeneous data center environments.
  • Demonstrate excellent communication, and presentation skills, with both verbal and written presentation.
  • Prevent unplanned outages or data loss by proactively escalating issues.
  • Superior Customer relationship building skills that help move from transactional relationship to long-term relationship activities with Customer.
  • Ability to perform while under extremely high pressure situations.
  • Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
  • Secure ITIL knowledge certification with the ability to communicate business and IT alignment value.
  • Provides leadership and coaching to Field Technical Support Representatives.
  • Develop basic knowledge of change management process and tools.

About HP:

We are a technology company that operates in more than 170 countries around the world, united in creating technology that makes life better for everyone, everywhere.

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