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For your reference, we have included the original job posting below.
Field Technical Support Representative
Job Number:
44025753
Company Name:
Hewlett-Packard Company
Job Location:
New Brunswick, CA CA
Job Category:
Information Technology
Field Technical Support Representative
Title: Field Technical Support Representative Location: Canada-New Brunswick - Fredericton
·Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met ·Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures ·Provide software service, post-sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems ·Provide direct post-sales systems technical support to end users and HP Authorized Service Providers ·Solve technical problems on an assigned hardware and software platforms ·Use proactive monitoring procedures/tools to identify problem prevention opportunities
Accountable for company policies and procedures to complete a wide variety of internal and Customer facing tasks System level technical knowledge effecting customer business level availability Independent judgment exercised affecting HP escalation processes
In order to satisfy our contractual obligations with clients, the successful candidate will be required to pass a basic, standard Criminal Records check. You will also be required to sign off on HP's Confidentiality, Non-Solicitation and Conflict of Interest Agreement. Hewlett-Packard is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the HP Accommodation Policy.
Education and Experience Required:
Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience
Knowledge and Skills Required:
Knowledge of corporate organization, job, and policies Advanced knowledge of operating systems and software Basic skills in project management Strong communication skills, problem analysis, and presentation skills Ability to develop Customer relationships Ability to perform while under high-pressure situations Ability to work in a team environment Basic networking, O/S, and troubleshooting knowledge Detailed understanding of general/technical aspects of the onsite system repair job
Critical Competencies to Drive Business Results:
Technical Breadth/Depth Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas
Service Opportunity Review Understands HP's installed base and the range of service contract coverage available, and applies this knowledge to advance and expand opportunities
Customer Experience Management (remote) Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support
Customer Troubleshooting/Compliance Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP
Customer Technical Information Sharing Builds trust & confidence in HP's technical consultative capabilities through education & assistance
Services Support Policies & Procedures Applies understanding of HP service organization and functions to support internal and external customer requests
HPS/BU Business Context Understands the market segments sold into, the business challenges addressed by HP Services/Business Unit solutions, and HP's strategy for market penetration
HPS/BU Solutions Understands HP Services/Business Unit solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HP Services, other Global Business Units, or HP's partner strategies
HPS/BU Implementation Understands the strategy and customer requirements involved in deploying software solutions
Change Management Develops methods for supporting innovation and change across the organization
Problem Solving Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution Job: Services
