Field Technical Support Consultant 4

HP•Chicago, IL

13h•$93,400 - $143,800

About The Position

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems that require in-depth evaluation of multiple factors. Leads or provides expertise to functional project teams and may participate in cross-functional initiatives. Provides direction and guidance on process improvements and policy establishment, represents the organization to external customers and clients, and exercises significant independent judgment within broadly defined policies and practices. May mentor and guide lower-level employees. The role provides advanced technical support to internal and external businesses and end users, resolving complex product and service issues and proactively helping prevent problems. It includes customer-facing representation at customer locations, industry events, and vendor meetings, and active partnership with the Sales Pursuit team. The position requires advanced knowledge of HP products, computing hardware and software, and technical support practices, along with strong customer service, troubleshooting, and communication skills. This is a full-time position. The listed annual pay range is $93,400 to $143,800 USD for candidates in the United States, with additional bonus and/or equity opportunities. Pay varies by work location and job-related knowledge, skills, and experience.

Requirements

First-level university degree in a technical or non-technical field, such as a Bachelor of Arts or Bachelor of Science, or equivalent experience.
Typically, a three- to four-year degree beyond high school or equivalent experience.
Five to seven years of experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Excellent verbal and written communication skills in the language to be supported.
Advanced troubleshooting skills in a technical environment.
Excellent analytical and problem-solving skills.
Advanced software and hardware knowledge of computing, storage, and peripheral devices.
Specific knowledge and training with HP products.
Knowledge of multiple product lines, such as proactive and reactive support, storage, enterprise systems, and tier 2 or 3 support.
Advanced proficiency with case-management databases and tools.
Superior customer-service skills.
Phone and remote-support experience.
E-support knowledge and experience, including ability to resolve issues.
Ability to mentor new agents and train peers on solutions.
Ability to take full ownership of resolution with escalated customers.
Highly developed knowledge of complex solutions.

Responsibilities

Resolve technical issues raised by internal or external businesses and end users, including issues identified through proactive notification systems.
Respond to questions about service, products, technical matters, customer relations, product features and specifications, and repairs for current and discontinued products, parts, and options, based on customer entitlement.
Proactively assist businesses and end users in avoiding or reducing the occurrence of problems.
Mentor and guide other employees.
Provide direction and guidance for process improvements.
Clearly articulate, recommend, and explain resolutions to clients.
Understand and utilize ITIL.
Represent and lead an HP team during face-to-face customer location visits, industry conferences or trade shows, and vendor meetings.
Partner actively with the Sales Pursuit team.
Lead technical action plans and take ownership of resolutions for escalated customers.
Lead or provide expertise to teams and projects, and document solutions for other technicians and customers.