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Field Technical Support Specialist

2 months ago

Jackson, Mississippi, United States HP Full time
Job Summary

This role is responsible for delivering tailored service delivery support 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.
Knowledge and 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
  • Cross-Org Skills
  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity
Impact and Scope

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

Complexity

Works on assignments that are routine to moderately complex in nature and require basic problem resolution.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Benefits

HP offers a comprehensive benefits package for this position, including:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Long term/short term disability insurance
  • Employee assistance program
  • Flexible spending account
  • Life insurance
  • Generous time off policies, including;
  • 4-12 weeks fully paid parental leave based on tenure
  • 13 paid holidays
  • 15 days paid time off

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Opportunity Employer (EEO)

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).