At a Glance
- Tasks: Deliver tailored post-sales software services and troubleshoot IT infrastructure issues.
- Company: Join HP, a leader in tech innovation with a commitment to customer satisfaction.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Other info: Dynamic team environment with a focus on continuous improvement and learning.
- Why this job: Make a real impact by solving customer issues and enhancing their experience.
- Qualifications: High school diploma or equivalent, with 2-4 years of relevant experience preferred.
The predicted salary is between 30000 - 40000 £ per year.
Job Summary
- This role is responsible for delivering tailored post-sales software services to local accounts, responds to a range of queries, and utilises proactive monitoring for issue prevention. The role maintains high customer satisfaction by addressing requirements and resolving issues promptly.
- The role troubleshoots IT infrastructure problems, adheres to standards, supports operational plans, and performs assigned tasks under supervision.
Responsibilities
- Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfilment.
- 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.
- Analyses, 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.
- Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.
Education & Experience Recommended
- 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 & 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 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.
Field Technical Support Associate 2 employer: Hewlett Packard Enterprise
As a Field Technical Support Associate 2 at HP, you will thrive in a dynamic and supportive work environment located in London, where innovation meets collaboration. The company prioritises employee growth through continuous training and development opportunities, ensuring you can enhance your skills while contributing to high customer satisfaction. With a strong commitment to diversity and inclusion, HP fosters a culture that values every team member's input, making it an excellent employer for those seeking meaningful and rewarding careers.
Contact Details:
Hewlett Packard Enterprise Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Field Technical Support Associate 2
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hewlett Packard Enterprise. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hewlett Packard Enterprise before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Field Technical Support Associate 2
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hewlett Packard Enterprise:Your cover letter is your chance to shine! Tell us why you want to work at Hewlett Packard Enterprise specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hewlett Packard Enterprise!
How to prepare for a job interview at Hewlett Packard Enterprise
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
