Field Technical Support

HP
Mexico City
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 6-8 yearsEducation: high_schoolSkills: ["Effective communication","Results orientation","Learning agility","Digital fluency","Customer centricity"]

Improve customer experience by guiding installation activities, addressing service delivery challenges, and providing software and technical support across pre-sales and post-sales. Support enterprise accounts with tailored solutions, use proactive monitoring to prevent issues, and deliver onsite break-fix escalation when needed. Leverage deep technical knowledge to resolve complex problems, recommend improvements, coordinate departmental execution, mentor teammates, and strengthen customer relationships while applying business controls.

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FursaFursa
HP
HP
3 days ago

Field Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Improve customer experience by guiding installation activities, addressing service delivery challenges, and providing software and technical support across pre-sales and post-sales. Support enterprise accounts with tailored solutions, use proactive monitoring to prevent issues, and deliver onsite break-fix escalation when needed. Leverage deep technical knowledge to resolve complex problems, recommend improvements, coordinate departmental execution, mentor teammates, and strengthen customer relationships while applying business controls.
Location: Mexico City
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide a comprehensive overview of installation activities, site-specific information, and relevant contacts to improve customer experience.
  • •Address customer-relation challenges promptly, deliver guidance, and escalate issues according to established protocols.
  • •Deliver software services and technical services across pre-sales, post-sales, and service delivery support for diverse enterprise accounts.
  • •Use proactive monitoring techniques and tools to identify opportunities to prevent problems and enhance customer experiences.
  • •Provide site support for break-fix activities, assist third-party/authorized service providers, and lead onsite escalation support when needed.

Key Requirements

  • •High School Diploma/GED/secondary education or equivalent work experience demonstrating competence.
  • •Typically 6-8 years of related experience in customer support/field/on-site mission-critical or systems experience.
  • •Experience preferably with HP products and serving the customer base (account management, on-site customer support).
  • •Knowledge and ability to provide technical services and technical support, including proactive monitoring and preventive maintenance.
  • •Demonstrated capability resolving complex issues and recommending improvements using effective, creative approaches.
Experience:6-8 yearsCustomer supportField serviceEnterprise accounts
Education:High School
Skills:Effective communicationResults orientationLearning agilityDigital fluencyCustomer centricity
Tech Stack:AutomationCustomer Relationship Management (CRM)Operating SystemsTest EquipmentKey Performance Indicators (KPIs)

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
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