Field Technical Support Representative

Field Technical Support Representative

At HP, you'll have a chance to create tools, technology, and solutions that reshape the way the world works in the future. If you're looking to join a company that allows you to connect with a network of professionals eager to support you in doing your best work, we want to talk to you. Our legendary culture guides every employee toward success—fostering collaboration and driving innovation.

Operating in over 170 countries, HP is always creating new services, products, and capabilities giving you more opportunities to advance your career. Here, innovation is the key to professional development and career mobility.

When you join HP, you're joining a company that believes every voice matters and that we all deserve a seat at the table. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves. You will be part of a global laboratory where different perspectives and experiences will help you solve problems in new ways. This is where you can build a long and wide-ranging career.

Job Summary

This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Responsibilities

• Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
• Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
• Provides comprehensive software services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
• Leads direct post-sales technical support for end users and organization's authorized service providers, resolving technical challenges on designated hardware and software platforms.
• Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
• Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended

High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. Typically has 4-6 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.

Knowledge & Skills

Automation, Customer Relationship Management, Customer Support, Technical Services, Technical Support, Technical Training, Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity

Impact & Scope

Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Benefits

• 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 (US benefits overview)

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).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"