Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world. One of our core principles is belief in the power of people. Recognizing that our people are HPE’s biggest competitive advantage allows us to focus on ensuring that we keep the employee at the center of everything we do - and we trust our Human Resources (HR) division to look after our biggest asset. This includes everything from recruiting activities, administration, compensation, performance management, employee development, as well as the allocation of our industry leading work-life-balance and training programs.
Customer Solution Centers are made up of teams that provide remote
(offsite) service; customer access, pre-sales, post-sales, and
service delivery. Technical teams focus is to solve various
business systems and applications problems for customers, onsite
engineering personnel and Authorized Service Providers on standard,
specialized or complex systems. Non-technical teams provide support
to internal and external customers and resellers via incoming
customer contacts to the company Customer Solutions Center through
telephony or e-support methods.
Management Level Definition:
Applies extensive knowledge the job skills, company policies and
procedures to complete complex, specialized assignments/tasks in
creative and effective ways. Comprehensive understanding of the
general/technical aspects of the job. Works on assignments that are
complex in nature and require considerable judgment, initiative,
and technical/specialized knowledge to resolve problems and/or
develop recommended solutions. Work is completed with minimal
supervision and assignments may be completed without established
procedures. May determine methods and procedures for new
assignments. Typically provides guidance to other non- exempt
employees.
Responsibilities:
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.
Participates/leads in projects for process or quality
improvements.
Works with escalated customers and recommends actions in post
incident reviews.
Manages multiple tasks or cases simultaneously with minimal
supervision May act as a mentor or trainer in the team.
