Field Technical Support Representative

The Field Technical Support Representative provides tailored post-sales software services to local accounts in California, handling service and technical inquiries while using proactive monitoring to help prevent issues. The role also supports troubleshooting across IT infrastructure under supervision and established standards.

Location and Work Setup

• Location: California (onsite)
• Work schedule: Full time
• Shift: No shift premium (United States of America)
• Travel: 100%
• Relocation: No
• Selected candidate location requirement: Chico/Redding, California

Compensation

Salary: USD 22 to 28 per hour

Key Responsibilities

• Maintain a high level of customer satisfaction by clarifying customer requirements and ensuring fulfillment.
• Address customer-relation concerns promptly and appropriately, resolving issues and escalating them according to established protocols.
• Deliver comprehensive post-sales and service delivery support tailored for local accounts using standard systems.
• Respond to inquiries across service, product, technical topics, and customer relations with accurate, valuable information.
• Use proactive monitoring procedures and tools to identify opportunities to prevent problems.
• Analyze, troubleshoot, and resolve issues within IT infrastructure, including enterprise systems, servers, storage, and networking.
• Complete routine to moderately complex assignments and contribute suggestions for continuous improvement, while building job skills and familiarity with company policies.
• Follow established company, legal, and regulatory standards, ensuring confidentiality when handling company data.
• Support operational plans at the department level, assist with implementing new processes, and share technical information with colleagues and clients.
• Solve defined problems using established procedures and perform basic technical, administrative, or operative tasks under direct instruction and close supervision.

Required Qualifications

• Education: High School Diploma/General Education Diploma (GED)/Higher Secondary education (or commensurate work experience)
• Minimum experience: 2 years
• Typical experience range: 2-4 years of work experience
• Preferred background: Experience in HP products within a customer base, account management, computer customer support, on-site customer support, Mission Critical, systems experience, or a related field
• Competence requirement: Equivalent demonstrated competence is acceptable in lieu of education

Knowledge and Skills

• Customer Relationship Management, Customer Support, Technical Support, Technical Services, Technical Training
• Preventive Maintenance, Process Improvement, Field Service Management
• Operating Systems, Test Equipment
• Safety Standards, Environment Health And Safety
• Hand Tools, Electronics, Electromechanics, Electrical Engineering
• Automation, Commissioning, Key Performance Indicators (KPIs), Learning-related strengths reflected in Process Improvement and Technical Training
• Additional areas noted: Chemistry, Electromechanics, Electronics

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact, Scope, and Complexity

This role impacts the immediate team and contributes as an informed team member, providing analysis of information and limited project direction input. Work is typically routine to moderately complex, involving basic problem resolution.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off (US benefits overview)