Hewlett Packard Enterprise

Proactive Support Manager – Storage Products

Hewlett Packard Enterprise

full-time

Posted on:

Location Type: Hybrid

Location: Ariana • Tunisia

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About the role

  • 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.

Requirements

  • 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.
  • 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.
Benefits
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
HPE StorageMP BlockMP FileMP Objectadvanced troubleshootingsoftware knowledgehardware knowledgeautomation toolsAI toolscase management databases
Soft Skills
verbal communicationwritten communicationanalytical skillsproblem solvingcustomer servicementoringtrainingownershipleadershipguidance