Customer Support Manager

Skip to main content United States Saved jobs(0) - DescriptionCustomer Support Manager  This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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.What you’ll do:The Customer Support Manager (CSM) is a Complete Care delivery account assigned resource responsible for delivering proactive services, focusing on moving the customer from event-driven to experience-driven service.Responsibilities:Successfully resolve 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). .Proactively assist internal or external businesses 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. Add case resolution to KMS.Represent companyin a face to face customer location visit, industry conference/trade show, vendor meeting, etc.Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.Develop partnership with and assist the Sales Pursuit team.What you need to bring: Education and Experience Required: Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.), or equivalent experience.1-3 years experience in relevant technologies and customer environments.Relevant industry qualification where applicable.Knowledge and Skills: Excellent verbal and written communication skills in language to be supported.Experience in troubleshooting in a technical environment.Excellent analytical and problem solving skills.Software and hardware knowledge of computing, storage and peripheral devices.Advanced proficiency with case management databases and tools.Superior customer service skills.Phone and remote support experience. E-support experience and knowledge .Understand the customer to be an advocated for the customer.Additional Skills:Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias,...