SPG Call Center Team Member, (Clearance Required, TS/SCI with Poly), Onsite, San Antonio, TX
About The Position
Hewlett Packard Enterprise (HPE) is seeking an SPG Call Center Team Member with a required TS/SCI with Poly clearance to work onsite in San Antonio, TX. This role is designed for an 'Onsite' work environment, primarily in an HPE partner/customer office. HPE is a global edge-to-cloud company focused on advancing how people live and work by helping companies connect, protect, analyze, and act on their data and applications. Our culture encourages innovation, values diverse backgrounds, and offers flexibility for work-life balance. We are a force for good and provide opportunities for career growth and development. The Job Family focuses on managing the onsite delivery of software services, pre-sales, post-sales, or service delivery support, installation, and configuration for customer environments. This includes solving business systems, networking, and applications problems for various server environments. The role 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, and maintaining high customer satisfaction by ensuring clear business and technical solution alignment. The position is responsible for the company's Total Customer Experience, revenue growth, profitability, and account retention. The Management Level involves applying developed subject matter knowledge to solve common and complex business issues, recommending alternatives, and handling unique situations with independent judgment, potentially seeking advice for complex issues. US Citizenship is required, along with a TS/SCI with Full Scope Poly clearance. Onsite daily work is required, with shift times including nights (9-hour shifts: 6pm-3am or 10pm-7am; 12-hour shifts: 6pm-6am) and days (9-hour shifts: 6am-3pm or 10am-7pm; 12-hour shifts: 6am-6pm). Specific shift details will be discussed during the interview process.
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.
- 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 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 senior management level in assigned accounts.
- Design and deliver support solutions using specific industry knowledge and expertise.
- Assist in managing delivery of industry support solutions.
- Lead Customer Expectation management as part of escalation process.
- Lead cross-team or large programs/projects.
- Coach or guide junior consultants.
Benefits
- Health & Wellbeing: Comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
- Personal & Professional Development: Investment in career growth with specific programs to reach career goals.
- Unconditional Inclusion: Inclusive work environment that celebrates individual uniqueness and values varied backgrounds.
- Flexibility to manage work and personal needs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
