Senior Field Technical Support Specialist

1 day ago

Milwaukee, Wisconsin, United States Experis Full time
Job Title: Field Technical Support Representative V

Experis IT ManpowerGroup is seeking a highly skilled Field Technical Support Representative V to join our team in Wisconsin, USA. This is an onsite role that requires a strong technical background and excellent customer service skills.

Job Summary:

We are looking for a Senior Field Technical Support Specialist to provide high-level technical support to our mission-critical customers. In this role, you will troubleshoot complex issues, deliver proactive and reactive services, and ensure customer satisfaction.

Key Responsibilities:
  • Provide expert technical support and problem resolution.
  • Ensure high-level customer satisfaction by clarifying customer needs and ensuring 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 customer business and industry trend information into account support plans.
  • 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.
  • 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.

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