Develop and sustain customer account relationships, demonstrating an intimate understanding of customer IT environment and business goals.
Team with account support in developing and delivering technical services plan based on customer needs and business requirements.
Consistently provide high quality standard and customized account technical services leading to ongoing improvements in the customer satisfaction.

Technical Solutions Consultant

Job Description
• Primary contact for HP Software accounts business needs, team up with account support in providing various proactive/reactive services to customer.
• Responsible for the HP Software Account Support Plan.
• Periodic formal account reviews or meetings
• Owner of all proactive deliverables under Software Account Support Plan
• Provide On-Site support when required (may be required to travel).
• Proactively assist customers to avoid or reduce problem occurrence.
• Provides technical customer support through phone and email communications to the customers.
• Prioritizes and follows-up with customer requests. Documents accurately customer’s problem and any solution provided
• Articulate both in writing and verbally case summary, resolution
• Handles technical escalations (formal escalations)
• Sets realistic customer expectations and address them in a timely manner.
• May provide technical or soft-skills training (based on skill and need).
• Contribute to Knowledge Management System and develop KCS capability in team

Experience and Qualifications
• Bachelor’s degree in information technology, computer science, engineering, or other related field or equivalent experience.
• More than 3 years experience in relevant technologies and customer environments.

Technical Skills Required
• Excellent interpersonal skills and communication skills.
• Experience in troubleshooting in a live technical environment.
• Excellent analytical and problem solving skills.
• Superior customer service skills.
• Possesses working knowledge of HP software, such as, Network Node Manager Software Operations Management software, Data protector, Performance Manager, Service Desk, Service Center, Service Manager, Mercury software… etc.
• Possesses good programming skills and aptitude for understanding complex technical concepts
• Has good working knowledge and experience in some of these areas: System Management Software, HP-UX, Windows, Solaris, Linux, database and networking
• Familiar with some of these software: SAP, Siebel, Terminal Emulators, MS SQL Server, Oracle, Java, VB, PowerBuilder, Delphi, Apache, Citrix
• Fast Learner

Others
• Ability to work independently and as part of a team with an outstanding customer service attitude.
• Good customer and situation handling skills
• Mature and responsible
• Initiative to prioritize work

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