Description -

Job Summary
• This role is responsible for providing professional solutions to the organization’s end-users, dealers and service providers, arising from unresolved escalated case issues. The role addresses customers’ technical issues, handles open service requests, and provides and unparalleled seamless customer service experience. The role provides relevant accurate and timely information to customers, ensuring adherence to established procedures, guidelines, and policies.

Responsibilities
• Handles open service requests that are dispatched, implements project fixes, and meticulously documents the case for escalation.
• Addresses customers' technical issues, including but not limited to product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
• Answers incoming customer calls regarding service questions and general client concerns, providing professional solutions.
• Processes orders, assists with the processing of returns and exchanges, prepares correspondences, and fulfills customer needs to ensure customer satisfaction is consistently maintained.
• Provides unparalleled customer service and enrichment to digital customers, ensuring a seamless and positive experience.
• Follows established communication procedures, guidelines, and policies to maintain consistency and professionalism.
• Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
• Provides timely information to customers about order status and resolves product queries efficiently, while also quickly adapting to new systems, processes, and policies, ensuring a seamless transition.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, provides regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintains relationships with internal stakeholders and shares information via standardized reports.

Education & Experience Recommended
• Four-year Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in telephone support, microcomputer industry, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Account Management
• Accounting
• Billing
• Call Center Experience
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Data Entry
• Financial Services
• Inbound Calls
• Invoicing
• Key Performance Indicators (KPIs)
• Marketing
• Outbound Calls
• Process Improvement
• Salesforce
• SAP Applications
• Technical Support
• Workflow Management

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity
• Learns to apply basic theories and concepts to work tasks.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"