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:

• Minimum Vocational/Diploma/Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience.
• Experience with supporting a full range of HP products in Customer base.
• Minimum of 5-10 year’s Experience supporting the DesignJet, PageWide XL, LV Latex, or LV STITCH printers.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported. Ability to communicate with customers, internal/external partners and managers at all levels of the organization—both verbal and written
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem-solving skills.
• Ability to work and successfully collaborate in a team environment
• Ability to bring complex situations into concise terms to drive an action plan, lead a team, and articulate impact
• Software and hardware knowledge of computing, storage and peripheral devices.
• Superior customer service skills.
• Phone and remote support and tools
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Ability to multitask and handle workload in an under-pressure environment
• Ability to relate to customer’s issue and situation and act as their advocate
• Knowledge of HP LV Latex printers and applications
• Proficiency with administering Microsoft Windows Operating systems
• Ability to understand and troubleshoot basic and advanced network and connectivity issues
• Knowledge of print server and client administration (drivers, queue administration, scripting) in a Windows environment.

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:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave (US benefits overview)

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 -

Schedule -

Shift -

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