Customer Solution Center Rep 5 - Technical

Description -

Ideal Candidate:

12 Months in Senior (Associate 4) Job level

Willingness to work in rotating shifts and weekly offs

Zero HR Escalations or warning letters in the last six months

Excellent Knowledge in MS-Excel / PPT & Data Mining

Should have been part of Consumer/Commercial PC/Printer teams for at least 12 months

Strong process & Technical knowledge required

Responsibilities

HP Instant Ink Customer Operations Escalation Specialists are responsible for managing customer issues to closure or elevating to the next level within the HP Instant Ink Issue Management flow

Their primary responsibility is to manage tickets (i.e. CDAX, JIRA) originating from customer contacts to HP dedicated Instant Ink Support Centers across the globe

These escalations are customer issues that fall outside of the HP dedicated Instant Ink Support Centers troubleshooting and/or compensation guidelines

Independently resolves escalations of diverse complexity from our dedicated Instant Ink Support Call Centers based on defined business rules

Works on complex problems where analysis of situations or data require an in-depth evaluation of multiple factors

Reply to inquiries using either predefined response templates or individually crafted responses

Manage other inbound funnels reporting customer issues (HP Store, SmartApp, written correspondence sent with returned ink cartridges, etc.)

Assist in identifying whether customer found issues are “defects” in the enrollment flow or post enrollment experience

Make recommendations for improving customer service and first call resolution

Secondary responsibilities include triaging customer emails, written correspondence and other inbound funnels using predefined response templates or individually crafted responses





Skill set will need to include good command of the English language and excellent writing skills

Knowledge and Skills

Willingness to work in 24/7 workplace

Ability to work independently and be accountable Highly organized with attention to detail JIRA

Microsoft Outlook, Excel, Word, OneNote Excellent verbal and written communication skills

Excellent business writing skills (clarity, grammar, spelling, appropriate tone) Positive attitude, empathy, patience

Ability to manage stress Excellent analytical and problem-solving skills

Use good judgment when guidelines are not available and to prioritize work

Documentation of features, CS instructions. Minimum of 3 year(s) of relevant experience in troubleshooting customer issues on Consumer Printer Services and Support

Experience supporting subscription services is a strong plus.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

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"

📌 Customer Solution Center Rep 5 - Technical (Bengaluru)
🏢 Hp
📍 Bengaluru