MidFull TimeEN
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you
Proactive Support Account Manager for HPE Storage Products, including MP Block, MP File and MP Object. Applies advanced subject matter knowledge in storage products to solve complex business issues and is regarded as a subject matter expert on storage products. Frequently contributes to the development of new ideas and methods, as well as automation. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.
What you will do:
* Successfully assist with the resolution of HPE storage technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
* Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).
* Manage critical technical and business escalations for the customer.
* Assist with the development of automation or use of AI tools to improve efficiency in the organization.
* Continuously learn technical trainings on HPE storage products at a deep level, including MP Block, File and Object storage and associated technologies.
* Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
* Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
* Ability to articulate clearly, recommend and explain resolutions /clients.
* Understand and utilize ITIL.
* Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
* Perform all the above work in native-level English language (as well as perhaps other local language, like Hindi)
What you need to bring:
* Ability to work US time zone hours
* Technical knowledge of HPE Storage, including MP Block, MP File, and/or MP Object.
* Excellent verbal and written communication skills in English (business English/native level speech), as well as one other language.
* Advanced troubleshooting skills in a technical environment.
* Excellent analytical and problem solving skills.
* Advanced Software and hardware knowledge of computing, storage and peripheral devices.
* Specific knowledge and training with the company's storage products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
* Skills with automation tools and AI tools to increase efficiency.
* Proficiency with case management databases and tools.
* Superior customer service skills.
* Phone and remote support experience. E-support experience, knowledge and resolution ability.
* Ability to learn deep technical information at the engineering level, and then be able to explain it to a layman customer in a way that they will understand.
* Ability to solve and document solutions for usage of other technicians and customers.
* Ability to mentor new agents.
* Ability train peers on solutions.
* Ability to take full ownership for resolution with escalated customers.
* Ability to lead technical action plans.
* Lead or provide expertise to teams or projects.
* Highly Developed knowledge of more complex solutions.
* Spanish speaking is a plus
Additional Skills:
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
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ServicesJob Level:
Expert
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
No Fees Notice & Recruitment Fraud Disclaimer
It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.
Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.
