About the role

Proactive Support Manager overseeing HPE storage products and resolving technical issues. Engaging in business escalations and acting as a subject matter expert in a hybrid support role.

Responsibilities

Successfully assist with the resolution of HPE storage 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).
Manage critical technical and business escalations for the customer.
Assist with the development of automation or use of AI tools to improve efficiency in the organization.
Continuously learn technical trainings on HPE storage products at a deep level, including MP Block, File and Object storage and associated technologies.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
Ability to 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.
Perform all the above work in native-level English language (as well as perhaps other local language, like Hindi)

Technical knowledge of HPE Storage, including MP Block, MP File, and/or MP Object.
Excellent verbal and written communication skills in English (business English/native level speech), as well as one other language.
Advanced troubleshooting skills in a technical environment.
Excellent analytical and problem solving skills.
Advanced Software and hardware knowledge of computing, storage and peripheral devices.
Specific knowledge and training with the company's storage products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
Skills with automation tools and AI tools to increase efficiency.
Proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support experience. E-support experience, knowledge and resolution ability.
Ability to learn deep technical information at the engineering level, and then be able to explain it to a layman customer in a way that they will understand.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability train peers on solutions.
Ability to take full ownership for resolution with escalated customers.
Ability to lead technical action plans.
Lead or provide expertise to teams or projects.
Highly Developed knowledge of more complex solutions.