Customer Support Agent

1 month ago

Melbourne, Australia Hewlett Packard Full time

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.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Hewlett Packard Enterprise (HPE) - Complete Care (CC) service, HPE's most comprehensive support solution tailored to meet customer’s specific datacenter support requirements, provides comprehensive support solutions to businesses that cannot tolerate downtime. Our strategic relationships facilitate highly customized offerings which meet our customers’ unique individual needs in protecting their critical business outcomes. Our customers pay a premium for CC Services because their business depends on us.

The role, Customer Access is the first line of inquiry and is responsible for managing customer service requests through different access channels like phone, e-Access, and automation tools. The customer support 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 support teams and notifying the Account team about cases related to Complete Care (CC), Tech Care contracts.

The Customer Support 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

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

Additional Skills:

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}

What We Can Offer You:

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#australia

#servicesandsupport

Job:

Services

Job Level:

Core

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

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.

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