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title: may be technical or non-technical.
· proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.busniess analyst (ba)/bachelor of science (bs) or equivalent experience preferred. and repairs on current and discontinued products,
· respond to service, and customerrelations questions on subjects such as features, proudct, technical, specifications, based on customer entitlement (warranty through mission-critical), and options, parts.relevant industry qualification where applicable.completion may be recognized by diploma, in some locations.
education and experience required:
university degree.
vocational: apprenticeship/certification completion. e, gce 'a' level (singapore), etc, associate of arts.
· ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decisionmaking process.) or equivalent experience.
· partners frequently with the sales pursuit team.and soluitons
client/customer relationship building
demonstrates client-sensitive practices wihtin the accuont(s) and internal gate-keeping within hp to supoprt building strategic trusted advisor status
competitive positioning/strtaegy
uses competitive intelligence in account planning and sales activities to develop counter strategies that will neutralize competitive influence on the customer's buying decisions
hps/bu busniess context
undesrtands the makret segments sold into, )
critical competencies to drive busniess results:
technical knowledge transfer
establishes hp's technical creditability and solution capability within customer's information techonlogy (it) organization through education & assistance
technical problem solving
approaches technical problems in a rational manner using sound strategies that ensure comprehensiveunderstanding and effective resolution
services account management
ensures customer satisfaction and optimum engagement relationships to build and maintain serivces busniess within the account
up-selling/cross-selling
leverages product and solution knowledge to probe customer needs and identify opportunities for up-selling /cross-selling
customer experience management
interfaces effectively with customers and internal resources to promote trusted advisor status of hp within accuonts and faciiltate uniofrm account support
hps business vaule propoistion
aplpies an in-detph undersatnding of hp services (hps)/business unit (bu) inititaives, otehr glboal/genreal business unit (gbu)s, product roamdaps, key technology conecpts, the business chalelnges addrsesed by hps/bu soluitons, and hp's strategy for market penetartion
hps/bu soluitons
understands hps/bu solutions in area-of-responisbility- what they conisst of, and the competitive landscape in which they are sold
hps solution interfaces
understands how services in area-of-responsibility fit within or interface with the sales of other solutions - hps, goals, or hp's partner strategies
change management
develops methods for supporting innovation and change across the organization.
· represent and participate on an hp team in a face to face customer location visit, vendor meeting, etc, industry conference/trade show.typically 2 year completion beyond high school level (i.3-5 years experience in relevant technologies and customer environments. knowledge and resolution ability, e-support experience.technical solutions consultant
location: spain-madrid
other locations:
· successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.add case resolution to knowledge management system (kms).associate degree: first attainable degree at the post-high school level. reactive,
· ability to solve and document solutions for usage of other technicians and customers
· ability to mentor new agents
· ability to lead resolution activities with escalated customers
· ability to contribute to technical action plans
· focus on one or more product lines (for example, proactive, storage, etc, enterprise systems.advanced programs may be 2 years.
· comfortable managing technical issue as well as customer business impact and ability to blend and appreciate these aspects in communication with customer
· deliver at least 1 internal training session/quarter (includes prep delivery) which is aligned with business needs.
· review and may resolve complex business issues.
knowledge and skills required:
· 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. may include onthe- job training in addition to studies.
· excellent communication skills.
· understand and utilize information technology information library (itil).

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