Agent I

Job description

Agent I

  

Job Description:

   

Hewlett Packard Enterprise is an industry leading Technology Company that 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.

As part of the Sofia ODCM Team, the Agent I provides effective and timely 24x7 remote support to HPE customers for any standard and non-standard exceptional customer work orders and onsite tasks. They are responsible for the proper handling of case types in scope for the team, in compliance with all processes and work instructions within ODCM Organization, with major focus on exceptional scenarios and escalations; liaises with customers and other functions within HPE with reference to Customer issues. Direct report to Team Manager and functional report to Senior Agent/Process Specialist.

Job specifics/responsibilities:

·  Timely manages the service requests of customers through different access channels. Verifies the request details with the customers.
·  Coordinates the resources in a proper manner to the client.
·  Keeps Customers Informed on case development status. Provides information to solve customer problem for customer satisfaction.
·  Reviews/Accepts customer feedback related to customer entitlement & case management. If necessary initiates Agent II/Senior Agent/Manager review.
·  Timely elevates and/or escalates complex issues. Works on customers escalations.
·  Participates in process or quality improvement trainings.
·  Provides feedback to the Management regarding their daily tasks. Focuses on the achievement of team goals for operational excellence.
·  Manages multiple tasks or cases simultaneously with minimal supervision.
·  Follows up the successful completion of each case.
·  Keeps case documentation as per requirements.
·  Meets the required quality/quantity of production work in accordance to the team targets.
·  Meets the deadlines and keeps the service level agreements.
·  Compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or verbal), legally assigned by the 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/ Bachelor/ Master Degree
·  Professional experience: Relevant experience in a similar environment is an advantage
· 
Written and verbal fluency in the main customer support language - German

· 
Very good command of English language

·  Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
·  Excellent verbal and written communications skills
·  Positive attitude towards team members, customers and partners. Encourages outstanding team morale and maintains highest ethical standards
·  Capable of being self-managed, be a team player, quality conscious, efficient, flexible and be eager to share and acquire knowledge
·  Analytical and problem-solving skills
·  Basic presentation skills
·  Time management skills and working with tough deadlines
·  Ability to work with business processes
·  High level of planning and organizational skills
·  Tool Mastering
·  Root Cause Analysis
·  Escalation Management and ability to handle difficult customers
·  Product Groups and Product Lines Basic Knowledge
·  Case Handling/Tools/Processes
·  Basic Knowledge of the Business Processes (ODCM Process/Resource Management/Escalation)
·  Good computer literacy – (MS Office)

We offer a challenging role including:

·  Continuous technical training and certification opportunities
·  Great opportunity for professional development in the IT field
·  Flexible working time
·  Part of a team that has established itself as a preferred partner for Hi-tech Services & Support throughout EMEA
·  Competitive remuneration package
·  Medical insurance
·  4 days additional paid leave (total: 24 days)
·  Food vouchers
·  Opportunity to use free HPE parking
·  Life insurance
·  Wellness program
·  HPE badge program including various discounts for products and services
·  Work-life balance program including free legal, financial and psychological consultation

Job:
Services

Job Level:
Senior

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.