Customer Support Representative With English (Afternoon Hours)

Customer Support Representative with English (Afternoon Hours)

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

   

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, and service delivery. The Customer Support Representative is the first line of enquiry for all calls. He/she logs the call/case, ensures that the customer is entitled to the service, dispatches the case to the most appropriate technically skilled team, coordinates support activities, plans and dispatches HPE resources.

This position is covering the US working hours (3:30PM to 00:30AM).

How you'll make your mark:

• Being first line of enquiry for customer calls and. Logging the call into a data base;
• Ensuring that the customer is entitled to the service, validates customer contract details;
• Managing the service requests through different access channels;
• Managing customer expectations and identifying customer problems;
• Performing re-entitlement and clarification and contacts customer in case clarifications are needed, monitors the service event;
• Handling on time case escalations and complex situations;
• Coordinating support activities, plans and dispatches parts and onsite engineers;
• Participating in projects for process or quality improvements;
• Achieving the personal goals assigned by the direct manager;
• Focusing on achieving team goals;
• Managing multiple tasks or cases simultaneously with minimal supervision;
• Keeping technical documentation as per requirement.

About you:

• High school education or equivalent;
• Fluent in English, additional fluency in Spanish would be considered an advantage;
• Excellent communication skills;
• Excellent customer service skills;
• Team player;
• Accuracy and precision;
• Ability to work under pressure;
• Time management skills and ability to work with tough deadlines;
• Ability to properly maintain technical and case documentation;
• Ability to handle multiple tasks at the same time and ability to prioritize;
• Ability to work with business processes.

#bulgaria

#servicesandsupport

#LI-Hybrid

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Contacts, Customer Experience Strategy, Customer Service, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, External Customers, Follow-Through, Growth Mindset {+ 8 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

#bulgaria

#servicesandsupport

Job:

Services

Job Level:

Senior

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.