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Customer Solution Center- Technical

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Hewlett Packard Enterprise

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Location:
Costa Rica, Heredia

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

Not provided

Job Description:

The role involves working in Customer Solution Centers to provide remote service, customer access, pre-sales, post-sales, and service delivery. The focus is on resolving technical issues, mentoring peers, providing guidance, and leading technical action plans. It requires expertise in complex systems, knowledge of functional project teams, and engaging with customers onsite or at events.

Job Responsibility:

  • Successfully resolve 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)
  • Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
  • Act as a mentor and guide other employees
  • Provide direction and guidance to process improvements
  • 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:

  • First Level University degree: technical, non-technical (i.e., Bachelor of Arts/ Science)
  • 6+ years experience in relevant technologies and customer environments
  • Relevant industry qualification where applicable
  • Excellent verbal and written communication skills in language to be supported
  • Strong troubleshooting skills in a technical environment
  • Advanced Software and hardware knowledge of computing, storage and peripheral devices
  • Specific knowledge and training with the company's products
  • Knowledge of multiple product lines (e.g., proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.)
  • Advanced proficiency with case management databases and tools
  • Phone and remote support experience
  • E-support experience, knowledge and resolution ability
  • Proficiency to mentor new agents and train peers on solutions
  • Ability to take full ownership for resolution with escalated customers and lead technical action plans
  • Experience in routing and switching
  • Network dev ops with programming skills in Python and golang

Nice to have:

Automation and scripting skills

What we offer:
  • Health & Wellbeing benefits
  • Comprehensive suite of benefits that support physical, financial, and emotional wellbeing
  • Personal & Professional Development programs
  • Unconditional Inclusion
  • Flexibility to manage work and personal needs

Additional Information:

Job Posted:
May 13, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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