Application Support Specialist - Eloqua (Job number #1360185)

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Knowledge Skills:

- Fluent in English and one other language preferred
- Knowledge of MS SharePoint, Excel and various email applications
- Familiar with XML, HTML, JavaScript, CSS, MySQL
- Basic knowledge of ERP software and databases would be beneficial

Soft Skills:

- Solving skills and capability of breaking down complex situations to discover and resolve root causes, this applies to both technical issues and process issues.
- Good communication skills both verbal and writing with the ability to discuss issues with users.
- Conscientious, with the ability to ‘own’ a user’s issue and drive its resolution.

- Provide end user support to the HP Internal Eloqua application. Answer end user support queries through a ticketing tool and email.
- Triage support tickets, requesting additional information from users if needed and reassign to relevant support teams. Follow up reassigned tickets and inform end users on ticket status within agreed timelines.
- Take ownership of, and use systematic trouble shooting techniques to solve support queries that cannot be reassigned. Trouble shoot application technical and usability issues and escalate to advanced support if need be. Follow up on these escalations providing end users with timely resolution/progress reports conform service and support SLA’s.
- Identify common user issues and provide solution input to FAQ/Knowledge database in ticketing tool.
- Proactively identify and propose support process improvements to increase efficiency.