[Hiring] Account Support Manager @Hewlett Packard Enterprise

Role Description

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Family Definition:

• Focus on managing the onsite delivery of software services, pre-sales, post-sales, or service delivery support.
• Installation and configuration for customer environments.
• Solve various business systems, networking, and applications problems for standard industry servers and complex clustered environments.
• Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.
• Provide direct post-sales systems on-site technical support for reactive and proactive customers.
• Maintain a high level of customer satisfaction by ensuring clear business and technical solution alignment.
• Responsible for company Total Customer Experience, revenue growth, profitability, and account retention.

Management Level Definition:

• Applies basic foundation of a function's principles, theories, and concepts to assignments of limited scope.
• Uses professional concepts and theoretical knowledge acquired through specialized training, education, or previous experience.
• Develops expertise and practical knowledge of applications within the business environment.
• Acts as a team member by providing information, analysis, and recommendations in support of team efforts.
• Exercises independent judgment within defined parameters.

Responsibilities:

• Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve routine in-scope technical incidents independently; work with team members to resolve more complex incidents.
• Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Participate in Customer Expectation management as part of escalation process.
• Build relationships with management in assigned accounts.
• Set expectations with customers based on defined parameters.

Qualifications

• Bachelor's degree preferred or Associate degree holder (technical field) with 3-5 years working experience in related fields desired.

Requirements

• Basic knowledge of company products and services offerings.
• Communicate effectively to technical level and first-level management within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive, and creative based on clearly defined procedures).
• Conceptual understanding of IT environments.

Benefits

• Health & Wellbeing: A comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
• Personal & Professional Development: Programs catered to helping you reach career goals.
• Unconditional Inclusion: A commitment to inclusivity and celebrating individual uniqueness.