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Proactive Support Customer Manager – HPE Storage Products
Hewlett Packard Enterprise. Support the US region during US business hours from Bengaluru evening/night hours .
About the role
Key responsibilities & impact- Support the US region during US business hours from Bengaluru evening/night hours
- Provide proactive support for HPE Storage Products, including MP Block, MP File, and MP Object
- Resolve complex hardware and software technical issues from internal and external businesses, end users, and proactive notification systems
- Respond to service, product, technical, customer-relations, feature, specification, repair, parts, and options questions based on customer entitlement
- Proactively help businesses and end users avoid or reduce problem occurrence
- Provide direction and guidance for process improvements and establish policies
- Mentor and guide lower-level or newer employees and other agents
- Clearly articulate, recommend, and explain resolutions to clients
- Represent HPE at customer location visits, industry conferences/trade shows, and vendor meetings
- Lead or provide expertise to functional project teams and cross-functional initiatives
- Partner frequently with the Sales Pursuit team
- Lead resolution activities with escalated customers and contribute to technical action plans
- Document solutions for use by technicians and customers
Requirements
What you’ll need- Ability to work an 8-hour late-night shift within 5:30 PM to 2:30 AM Bengaluru time, supporting US time-zone hours
- Vocational apprenticeship/certification completion, or associate degree/equivalent experience; BA/BS or equivalent experience preferred
- 3–5 years of experience in relevant technologies and customer environments
- Relevant industry qualification where applicable
- Fluent/native English and Spanish region language
- Storage and/or host virtualization skills or relevant experience with HPE Storage products, including MP Block
- Excellent verbal and written communication skills in the supported language
- Experience 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
- Understanding and utilization of ITIL
- Ability to solve and document solutions for technicians and customers
- Ability to mentor new agents and guide other employees
- Ability to lead resolution activities with escalated customers
- Ability to contribute to technical action plans
Benefits
Comp & perks- Comprehensive benefits suite supporting physical, financial, and emotional wellbeing
- Personal and professional development programs
- Flexible work and personal needs management
- Inclusive workplace
- Reasonable accommodation during application or interview process for applicants with disabilities