Business Level Application Support

3 weeks ago

Chennai, India Hewlett Packard Enterprise Full time

Business Level Application Support

This role has been designated as ‘Office’, which means you will primarily work from an HPE office.

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

**Job Family Definition**:
**Management Level Definition**:
Applies **developed knowledge** of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.

**Responsibilities**:

- Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
- Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
- Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
- Work is reviewed periodically by Supervisor or Team Lead.

**Education and Experience Required**:
Graduate degree in Computer science background

**Experience: 2 - 4 yrs**

**Desired Skills**:

- Good communication skills, both oral and written
- Basic Presentation skills
- Should be an expert in MS-Office

**Job responsibilities**:

- Day-to-day query handling
- Technical Troubleshooting Skills
- Analytical Skills
- Coordinating with Various support teams(IT/AA&S/Business SME)
- Taking part in projects
- Support the leads to achieve Business metrics
- Facing Customer and meeting their demands
- Generate Daily reports
- Tracking & Maintaining data
- Meeting customer demands ( Turnaround Time & Accuracy parameters)
- Participating in business calls with clients
- Ensure internal quality is met
- Review survey responses
- Analyzing root causes and resolving
- Documenting new learnings
- Sharing new learning and best practices

**Focal Point**:

- Handles complex issues by reproducing in train/test environments
- Handles user access management and ensures SOX compliance
- Handles internal quality validations
- Covers weekend support and works with DXC (IT) on any major incidents reported
- High school education or equivalent. Typically requires 1- 3 years general experience, or equivalent combination of experience and college level education.

**Knowledge and Skills**:

- Superior skills in both written and verbal communication.
- Experience in customer facing role either remote or face to face.
- Problem solving skills.
- Accuracy in data entry.
- Excellent fluency in language to be supported.
- Experience in a phone based remote role, e
- support, e-chat or similar.
- Familiarity with computer technology.
- Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.
- Understands internal processes and tools.
- Knowledge of Knowledge Management Systems and appropriate documentation to the system.

**Join us and make your mark**

**We offer..**
- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development

An amazing life inside the element Want to know more about it?
Then let’s stay connected

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

**Job**:
Services
**Job Level**:
Core

**Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.**

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories..

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