Field Technical Support Associate - Austin, United States - Hewlett Packard

Hewlett Packard

Verified Company

Austin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 customerrelation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
Delivers comprehensive software services, encompassing postsales 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 departmentlevel 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 24 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