SPG Call Center Team Member, (Clearance Required, TS/SCI with Poly), Onsite, San Antonio, TX

Hewlett Packard Enterprise • San Antonio, TX

4d • Onsite

About The Position

Hewlett Packard Enterprise (HPE) is a global edge-to-cloud company dedicated to advancing how people live and work. We empower companies to connect, protect, analyze, and act on their data and applications across all environments, from the edge to the cloud, enabling them to transform insights into outcomes at the pace required in today's complex world. Our culture fosters innovation and encourages finding new and better ways to accelerate progress. We value diverse backgrounds and offer the flexibility to manage work and personal needs. We are a force for good, making bold moves together. This role is designed for 'Onsite' work, with the expectation of primarily working from an HPE partner/customer office. The job family focuses on managing the on-site delivery of software services, pre-sales, post-sales, or service delivery support, installation, and configuration for customer environments. These roles address various business systems, networking, and application problems for standard industry servers, specialized, or complex clustered environments. The position involves delivering reactive and proactive activities according to Service Level Agreements to ensure customer satisfaction and loyalty, providing direct post-sales systems on-site technical support. Maintaining a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs, and ensuring they are met is crucial. These roles are responsible for the company's Total Customer Experience, as well as revenue growth, profitability, and account retention. Management Level Definition: Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Requirements

• US Citizenship required
• Clearance required: TS/SCI with Full Scope Poly
• Onsite daily work required
• Thorough knowledge of company products and services offerings, company organization, competition, third-party products, and market trends.
• Broad knowledge of corporate organization, job, and policies.
• Comprehensive business, technical, or functional knowledge at an expert level.
• Communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive, and creative).
• Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
• Well versed in core technical competencies and peaked in some technical area(s).
• Intermediate skills in project management, communication, analysis, and presentation.
• Provide suggestions for operational efficiencies.

Nice To Haves

• Bachelor's degree preferred or Associate degree holder (technical field) with 5-7 years working experience in related fields desired.

Responsibilities

• Apply advanced technical knowledge to operate one or more technology areas (e.g., server administration, technical security management, performance management) or customer groups that are critical or high-risk.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve single- and cross-technology incidents independently.
• Work with team members to resolve unusually complex or cross-technology incidents.
• Proactively and reactively look for solutions to prevent problems from occurring in the team/technology area.
• Apply company solutions to meet highly complex customer needs.
• Identify additional services that could lead to future service revenue growth.
• Provide technical consulting during contract renewal discussions.
• Build and maintain strong relationships up to the senior management level in assigned accounts.
• Design and deliver support solutions using specific industry knowledge and expertise.
• Assist in managing the delivery of industry support solutions.
• Lead Customer Expectation management as part of the escalation process.
• Lead cross-team or large programs/projects.
• Coach or guide junior consultants.

Benefits

• Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Personal & Professional Development: Investment in career growth with specific programs to reach career goals.
• Unconditional Inclusion: Inclusive work environment celebrating individual uniqueness, valuing varied backgrounds, and offering flexibility for work and personal needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree