*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 mínimal 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.
- 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 mínimal 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.
*preferred certifications*na*knowledge & 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 & 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.
*disclaimer