Hewlett Packard Enterprise is an industryleading Technology Companythat enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.
To work as part of a team providing timely response to customers inquiries, verifying and documenting the information provided, ensuring that the customer is entitled to the service, handover the consolidated information to the most appropriate technically skilled team, coordinating support activities, plans and arranging Hewlett Packard Enterprise resources.
Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
Monitor the service event through completion for compliance.
Manage the service requests of customers through different access channels.
Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
Provide resolution and feedback based on analysis.
Works with escalated customers and recommends actions in post incident reviews.
Manages multiple tasks or cases simultaneously with minimal supervision.
Education and Experience :
Bachelor's degree or 3 year completion beyond High School level and beyond.
Knowledge and Skills
Excellent verbal and written communication skills in Spanish
Understands internal processes and tools
Accuracy in data entry
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Ability to mentor and train new agents