CCC MPS VAS Technical Solutions Representative

MPS VAS Technical Solutions Representative 

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspective they bring. That’s how we work at HP. And this is how ideas and people grow. 

Job responsibilities

• • Logs the call in to a data base 

  • Ensures that the customer is entitled to the service, validate customer contract details 

  • Manages all French BF HW service requests and enquirers of customers received through different access channels 

  • Manages customer expectations and identifying customer problems and solve them  

  • Performs re-entitlement and clarification 

  • Contacts customer for DBD needed. 

  • Monitors the service event through completion for compliance. 

  • Handles timely elevation and/or escalation, when get complex problem 

  • Coordination of support activities and planning and dispatching of HP resources 

  • Participates in projects for process or quality improvements. 

  • Provide feedback for operation excellence. 

  • Manages multiple tasks or cases simultaneously with minimal supervision. 

  • Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.  

  •  Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.  

  •  Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).  

  • Proactively assist customers to avoid or reduce problem occurrence. 

  • Participates in projects for process or quality improvements.  

  • May act as a mentor to lower-level employee working on similar hardware and software. 

Key deliverables

• Process descriptions are strictly followed
• Focus on customer satisfaction
• Ensure all incoming phone calls are answered on time (SLA)
• Worked out cases in given timeframes (Turn-Around-Time)
• Ensure cases are worked out according to the quality criteria and requirements
• Personal targets are achieved
• Strictly follows company policies, procedures and Standards of Business Conduct

Education & Qualification

• High School: completion of post primary level education prior to university study
• Experience in relevant technologies and customer environments

Other requirements

• Excellent language skills, depending on the scope: English/Spanish
• Good command of English, other languages will be recommended (It,Fr,De)

Personal skills and qualities

• Excellent verbal and written communication skills
• Team worker
• Ability to work under pressure
• Excellent analytical, soft-skills and problem-solving skills
• Excellent customer service skills
• Phone and remote support experience