Graduate Customer Solution Center Rep 4 - Technical English/Spanish

Description:
 This role is responsible for resolving basic to moderate technical issues and escalate complex cases, providing comprehensive responses about services and products, and assisting customers proactively. The role collaborates with various teams to ensure seamless project outcomes, maintains customer relationships, recommends improvements, and coordinates departmental work while fostering positive relationships within the organization. The role operates independently, using established protocols to address customer concerns with moderate judgment.
 
 Responsibilities

• Manages customer interactions across multiple channels.

• Demonstrates empathy and professionalism in all interactions

• Identifies customer issues and manages expectations effectively

• Logs and updates customer cases and ensures proper follow-up through resolution or handover

• Validates customer entitlement and warranty details, performing clarification and re-entitlement when required

• Contacts customers when additional information or clarification is needed

• Ability to troubleshoot remotely using support tools

• Handles timely elevation and/or escalation

• Works effectively with internal support teams and escalation groups

• Coordinates support activities, including planning and dispatching resources

• Provides feedback to support continuous improvement and operational excellence

• Manages multiple tasks or cases simultaneously with minimal supervision 

• Ability to handle high volumes of contacts while maintaining quality

Key deliverables 

• Achieve defined CSAT targets

• Meet productivity and quality KPIs

• Maintain accurate documentation in tools

• Ensure all incoming calls/tickets are answered on time (SLA) 

• Handle cases in given timeframes (Turn-Around-Time) 

• Ensure cases are handled according to the quality criteria and requirements 

• Achieve individual performance targets

• Adhere to company policies, procedures, and Standards of Business Conduct

 Education & Experience Recommended

• Recent graduates who obtained their degree within the past 12 months are eligible for this position

• High School Diploma/General Education Diploma (GED)/Higher Secondary education

Other requirements 

·         Excellent communication skills in English (mandatory) and proficiency in Spanish is a strong advantage

 
Knowledge & Skills

• Understanding of Basic IT concepts

 • Computer Science
 • Help Desk Support
 • Issue Tracking
 • Microsoft Office 365
 • Microsoft Windows 10/11
 • Operating Systems
 • Peripheral Devices
 • Technical Support
 

 Cross-Org Skills
 • Effective Communication
 • Results Orientation
 • Learning Agility
 • Digital Fluency
 • Customer Centricity
 

 
 Disclaimer
 • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. 
 
Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

About HP
At HP, you’ll have a chance to create tools, technology, and solutions that reshape the way the world works in the future. If you’re looking to join a company that allows you to connect with a network of professionals eager to support you in doing your best work, we want to talk to you. Our legendary culture guides every employee toward success—fostering collaboration and driving innovation.

Operating in over 170 countries, HP is always creating new services, products, and capabilities giving you more opportunities to advance your career. Here, innovation is the key to professional development and career mobility.

When you join HP, you’re joining a company that believes every voice matters and that we all deserve a seat at the table. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves. You will be part of a global laboratory where different perspectives and experiences will help you solve problems in new ways. This is where you can build a long and wide-ranging career.