Field Technical Support Specialist
hace 2 días
This role is pivotal in enhancing customer satisfaction by providing detailed installation information, promptly addressing challenges, and delivering comprehensive software services across pre-sales, post-sales, and service delivery support. The position caters to diverse customer needs, offering tailored solutions to complex accounts.
Key Responsibilities:
- Enhance customer experience by providing a thorough overview of installation activities, site-specific information, and access to relevant contacts.
- Address customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.
- Offer software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.
- Deliver services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.
- Utilize proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.
- Provide site support for customer break-fix activities, offer technical assistance to third-party and authorized service providers, and lead onsite escalation support when needed.
- Apply extensive knowledge, resolve complex issues, and recommend improvements through creative and effective approaches.
- Coordinate departmental work, mentor the team, and serve as an escalation point for different issues in the related area of work.
- Identify opportunities for improvement, make recommendations, and assure effective business controls through review, analysis, and verification.
- Coordinate functional work within the department, assist various departments, monitor process execution, and foster positive working relationships with associates and management.
Education & Experience Recommended:
- 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.
Estimated Salary Range:$120,000 - $150,000 per annum, depending on location and experience.
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