Customer Support Agent

Customer Support Agent

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:

The LO Support is the first line of inquiry and is responsible for managing customer service requests through different access channels like voice, e-Access, and machine-to-machine. The agent has front-end responsibilities related to the management of the services request including checking the Restricted Parties List (RPL), logging cases, monitoring open cases to ensure that the contractual response time commitment is met based on customer Service Level Agreement (SLA), routing cases to the relevant queues and notifying the Account team about cases related to Complete Care (CC), Techcare contracts.

The agent has back-end responsibilities related to cases reporting for strategic customers, notification to contract admin for updating contract info,

review of customer feedback related to customer access & case management, and analysis of statistics related to customer access and case management

Essential Job Functions

• First line of inquiry for customer calls and log the calls into a database
• Ensure customer is entitled to the service and validate customer contract details
• Manage service requests through different access channels
• Manage customer expectations and identify customer problems
• Perform re-entitlement and clarification and contact customer if further information is needed
• Monitor the service event
• Handle on-time case escalations and complex situations
• Coordinate support activities
• Participate in projects for process or quality improvements
• Provide feedback and analysis of cases
• Achieve the personal goals assigned by the direct manager
• Focus on achieving team goals
• Manage multiple tasks or cases simultaneously with minimal supervision
• Keep technical documentation as per requirements
• Meet deadlines and keep service level agreements
• Be compliant with all internal policies, rules and procedures, and ensure performance as per all work instructions and/or orders (written and oral), legally assigned to him/her by his/her direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager

Requirements

• High school graduate and above
• Professional experience: six months or more in customer support environment
• Phone and remote support experience
• Good command of English
• Selected locations may also require second foreign language

Key deliverables/accountabilities:

• Process descriptions are strictly followed
• Customer satisfaction
• Incoming phone calls, mails and automated/CEP cases are handled on time
• Calls and cases meet the quality requirements
• Personal targets are achieved

Software Knowledge & Tools Required

Product line basic knowledge

Case handling/tools/processes

Business processes (Resource Management/Escalation)

Experienced user of MS Office tools

Skills Required

• Very good analytical and problem solving skills
• 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

#LI-Hybrid

Accountability, Accountability, Action Planning, Active Learning (Inactive), 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 (Inactive), 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.

#indonesia

#servicesandsupport

Job:

Services

Job Level:

Core

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.