Ensures that the customer is entitled to the service, validate customer contract details
Manages the service requests and enquirers of customers through different access channels
Manages customer expectations and identifying customer problems
Performs re-entitlement and clarification
Contacts customer in case clarifications are needed
Monitors the service event through completion for compliance.
Handles timely elevation and/or escalation, when get complex problem
Coordination of support activities and planning and dispatching of HP resources
Participates in projects for process or quality improvements.
Provide feedback for operation excellence.
Manages multiple tasks or cases simultaneously with minimal supervision
Key deliverables
Process descriptions are strictly followed
Focus on customer satisfaction
Ensure all incoming phone calls are answered on time (SLA)
Worked out cases in given timeframes (Turn-Around-Time)
Ensure cases are worked out according to the quality criteria and requirements
Personal targets are achieved
Strictly follows company policies, procedures and Standards of Business Conduct
Education & Qualification
High School: completion of post primary level education prior to university study
Experience in relevant technologies and customer environments
Other requirements
Excellent language skills, depending on the scope: English and Spanish
Personal skills and qualities
Excellent verbal and written communication English and Spanish skills
Team worker
Ability to work under pressure
Excellent analytical, soft-skills and problem-solving skills
Excellent customer service skills
Phone and remote support experience
About HP You?re out to reimagine and reinvent what?s possible?in your career as well as the world around you.So are we. We love taking on tough challenges, disrupting the status quo, and creating what?s next. We?re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.Our history: HP?s commitment to diversity, equity and inclusion ? its just who we are.From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you?re more innovative and that helps grow our bottom line. Come to HP and thrive!
