Advanced Technical Support Representative

Advanced Technical Support Representative

Description -

The Advanced Technical Support Representative reports to the North America Service Operations Manager for HP PageWide XL. As such, this position is part of our Advanced Technical Support (ATS) Team with responsibilities to deliver a best-in-class technical support experience for our customers and partners. Expectations for this role are to provide resolution to the most complex issues and high impact situations where HP Services are engaged. This position is technical, requiring both hardware, software, and networking expertise. The role demands hands on capabilities, working with the channel / end customers remotely and at customer and partner sites. Previous service experience in the commercial print business is essential, with availability to travel.

Responsibilities :

• Advanced Technical Support for PageWide XL printers.
• Manage complex elevation issues that are often high profile, high urgency, and high impact.
• Best-in-class customer and partner engagement skills including ability to communicate effectively with end-user, IT professional, or company executive.
• Drive outcomes, including full cross-functional issue resolution or helping customer adjust to less optimal scenario when desired technical outcome (defect fix or enhancement) cannot be attained.
• Successfully resolve complex and escalated technical issues (hardware and software) from incoming internal or external customers and partners.
• Respond to service, product, and technical questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.
• Proactively assist internal or external partners and end users to avoid or reduce problem occurrence.
• Evaluate unique or complex installations or configurations and make recommendations for resolution.
• Articulate clearly in writing and verbally.
• Engage team members for support as required to ensure internal or external business and end users / clients service level agreement (SLA) demands are met.
• Coach or provide training to other support teams.
• Ability to travel to customer sites on short notice.

Estimated travel required : 25%

Education and Experience Required :

Knowledge and Skills :

The base pay range for this role is $52,650 to $77,900 annually with additional opportunities for pay in the form of bonus and / or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits :

HP offers a comprehensive benefits package for this position, including :

4-12 weeks fully paid parental leave based on tenure

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here : Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement

Salary : $52,650 - $77,900