Licensing Customer Support Representative with German

Job description

Job ID 1025871 Date posted 7/23/2018 Primary Location Sofia, Sofia-Capital, Bulgaria Job Category Supply Chain and Operations Schedule Full time Shift No shift premium (Bulgaria)

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.

Responsibilities:

Customer Support Agents performs his/her regular duties:

·  Processing requests
·  Performing all related tasks in an efficient and effective manner.
·  Ensuring compliance with SOW, local and legal rules with an in depth expertise of the process, applications and tools.
·   Fluent in one of the following languages, (German or Russian) plus English is necessary.
·   Ensure compliance withproduct/service specifics, rules, procedures and regulations
·  Respond to all questions and issues received, providing solutions wherever possible.
·  Possess high level of expertise in software licensing and ownership of responsiblecategories/products/services
·  Maintain strong and professional relationship and partnership with internal and external customers, partner teams, colleagues and superiors
·  Participation, co-authorship and support in preparing internal process documentation, ISO/SOP documentation, localizations and translations of existing procedures into local languages/English, as appropriate
·  Developing quickly a  subject matter expertise on thecategories/products/servicessupport;

Requirements:

Education (degree) and professional experience required:

·  First level university degree or equivalent experience.

Other requirements:

·  Must be fluent in German/Russian
·  Ability to work with offshore teams
·  Flexibility to work with various products/teams
·  Problem solving abilities
·  Customer focused, interpersonal and excellent business communication skills
·  Work organization and time management skills
·  Team-work abilities
·  Corporate rules and communicationknowledge/understanding
·  Communication:
·  Escalate queries / issues in the timelines and guidelines provided
·   Remain customer focused and adhere to  rules of effective customer engagement and business communication
·  Communicate all relevant information and enquires to the appropriate teams
·  Handle and follow-up all e-mail communication within set timelines
·  Follow e-mail etiquette, handle queries within 1 day, always answer phone calls

Personal skills and qualities:

·  “Team player”, willing to cooperate with multiple teams
·  Ability to work under pressure and strict timeline
·  Hard worker and motivated to learn newproducts/technologies
·  Deliver consistent high quality performance, focus on details and accuracy;
·  Ensure that tasks are completed within specified deadlines and quality parameters
·  Assume personal ownership for HP business results and execution
·  Proactively solve customers’ problems, be accountable for solving the problem
·  Maintain positive relationship with your customer, always be positive about your customer
·   Maintain strong communication standards, international and multi-cultural mindset
·  Support other team members and groups
·  Comply with Standards of Business Conduct, HPE Values, HP Performance Behaviors & HP Desired Behaviors while executing daily functions
· 
Technical skills: (procedures and documents the employee has to be acquainted with):

·  Basic DB understanding
·  Networking familiarity – advantage
·  Familiarity in HPE Software
·  MS Office expertise (particularly in Outlook)
·  Avaya Phones Experience
·  Chat interaction Experience

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

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply — we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them. Please submit your application in English.  Only shortlisted candidates will be contacted.

This is to inform you that Hewlett Packard Enterprise GDBC EOOD (HPE) is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. HPE takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that HPE may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of HPE. HPE can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.