Technical Support Specialist

hace 4 semanas


Saltillo, Coahuila de Zaragoza, México Hewlett Packard A tiempo completo

**Job Summary**

We are seeking a highly skilled Technical Support Specialist to join our team at Hewlett Packard. This role is responsible for delivering exceptional customer experiences by providing installation information, addressing challenges, and offering software services across pre-sales, post-sales, and service delivery support.

**Key Responsibilities**

  • Enhance customer experience by providing comprehensive installation information and site-specific details.
  • 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 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 to 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.

**Requirements**

  • 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.

**Preferred Skills**

  • Automation
  • Customer Relationship Management
  • Customer Support
  • Field Service Management
  • Operating Systems
  • Preventive Maintenance
  • Process Improvement
  • Safety Standards
  • Technical Services
  • Technical Support

**Impact & Scope**

This role impacts departmental work and leads functional project teams, participating in cross-functional initiatives.

**Complexity**

This role works on complex assignments requiring initiative and technical/specialized knowledge to resolve problems and develop recommended solutions.



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