SPG Call Center Team Member; Clearance Required, TS​/SCI Poly), Onsite, San Antonio, TX

SPG Call Center Team Member, (Clearance Required, TS/SCI with Poly), Onsite, San Antonio, TX

This role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE partner/customer 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:

Job Family Definition:

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.

Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations.

May seek advice in order to make decisions on complex business issues.

US Citizenship required

Clearance required:

TS/SCI with Full Scope Poly

Onsite daily work required

Shift times:

Nights - (nine-hour shifts are: 6pm-3am or 10pm-7am; twelve-hour shifts:6pm-6am)

Days - (nine-hour shifts are: 6am-3pm or 10am-7pm; twelve-hour shifts: 6am-6pm)

The specific days and times of each shift will be discussed during their interview process

Responsibilities:

* Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high- risk.

* Integrate technical knowledge and business understanding to create. solutions for customers.

* Resolve single- and cross- technology incidents independently. Work with team members to resolve unusually complex or cross- technology incidents.

* Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.

* Apply company solutions to meet highly complex customer needs.

* Identify additional services that could lead to future service revenue growth.

* Provide technical consulting during contract renewal discussions.

* Build and maintain strong relationship up to senior management level in assigned accounts.

* Design and deliver support solutions using specific industry knowledge and expertise.

* Assist in managing delivery of industry support solutions.

* Lead Customer Expectation management as part of escalation process.

* Lead cross-team or large programs/projects.

* Coach or guide junior consultants.

Knowledge and

Skills:

* Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.

* Broad…