What you need to know about the job
Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.
Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.
Custom Support Manager
Custom Support Managers build and maintain strong relationships with customers, partners and multiple HPE teams as the focal point for service-related and escalated issues to ensure an enhanced customer experience. Key focus will be driving issue resolution to reduce customer impact through management of escalated customer support cases as well as monitoring and managing the process flow of the support cases to ensure delays are quickly identified and mitigated by engaging the customer and HPE teams. Be available for 24x7x365 on-call rotation/standby for after-hours escalation management Adapt to flexible stakeholders geographic area schedules (West/East/Central time) Collaborate with multiple HPE teams to provide customer reporting, post incident reviews, failure analysis Develop and maintain a strong understanding of the HPE Pointnext Services offerings and service level agreements Monitor and elevate support issues as needed to ensure timely resolution Apply project management skills to contribute to developing, updating, coordinating and distributing escalation action plans Communicate clearly, concisely and continuously to the customer and HPE stakeholders to maintain alignment of action plan, manage expectations and enable successful outcomes Define and maintain primary escalation points of contact to provide a seamless transition of escalation support Leverage active listening and knowledge of HPE solutions to identity areas of additional services and potential revenue growth Enable curiosity and innovation to identify process improvements and operational efficiencies Complete any other customized tasks defined for the specific account based on the negotiated statement of work
Education and experience required: Relevant secondary education or equivalent work experience 2+ years in customer service or issue management
Knowledge and skills: Ability to develop meaningful relationships, network, rapport and trust in a remote model Written and verbal communication, presentation, and persuasion skills; mastery in English Proficient in Microsoft Office suite of tools (Excel, PowerPoint, Word) Manage challenging scenarios and stakeholders Complex issue and resolution management Attention to details and analytic Adapt to changing environments Collaborative and team player Active listening, influencing and negotiation Enjoy learning about IT, e.g. Hardware, SW and Could, IT as a service Be proactive, accountable and customer obsessed
Join us and make your mark!
• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?
Then let’s stay connected!
calendar_todayhace 2 días