Marketing Application Support Specialist (Job number #1483006)

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
- Advanced knowledge of Excel including data export and import, and data format manipulation
- Knowledge of email publishing and/or publishing systems is desired but not essential
- Ability to systematically trouble shoot end user issues


Soft Skills:
- Candidates must be customer focused, proactive and able to work independently with minimal management direction.
- They need to have good problem solving skills and be capable of breaking down complex issues to discover and resolve root causes.

- Support end users of the ECP (Email Content Platform) and SRE email publishing applications by responding to tickets in the CMT ticketing tool in a client focused and timely manner.
- Take ownership of, and use systematic trouble shooting techniques to solve common support queries. Request additional information from users if needed to resolve their queries. Follow up on reassigned tickets and inform end users on ticket status within agreed timelines.
- Provide end user account admin and mailing list support.
- Work with the application SME to log possible enhancements and escalate tickets to application software vendors.
- 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.
- Document any best practices in the support playbook.