Customer Solution Center Representative - Technical

This an opportunity for current employees to apply for the position of Customer Support Agent - Rep 3 dedicated to assisting our contractual customers. We are looking for motivated individuals who are passionate about providing top-notch support and enhancing the customer experience with HP products and services.
 

Responsibilities:

• Understand business model for Contractual Support and adhered to agreed SLAs.
• Complete assigned tasks and responsibilities adhering to timelines.
• Working more independently and from a standard protocol to respond to customer issues.
• Successfully resolve technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
• Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
• Work is reviewed periodically by Supervisor or Team Lead.

Knowledge and Skills:

• Superior skills in both written and verbal communication.
• Experience in customer facing role either voice or non-voice.
• Good knowledge of HP PCs and have problem solving skills.
• Excellent fluency in language to be supported.
• Familiarity with computer technology.
• Understands internal processes and tools (CDAX, PartSurfer etc.)
• Any additional certification or knowledge would be given preference.
• Proficiency in Microsoft Excel will be preferred.
   

Working Style:

• Currently team is working in Hybrid model and have rotational shifts.