Customer Solution Center Rep

Customer Solution Center Rep Description - Ideal Candidate: 12 Months in Senior (Associate 4) Job level Willingness to work in rotating shifts and weekly offs Zero HR Escalations or warning letters in the last six months Excellent Knowledge in MS-Excel / PPT & Data Mining Should have been part of Consumer/Commercial PC/Printer teams for at least 12 months Strong process & Technical knowledge required

Responsibilities HP Instant Ink Customer Operations Escalation Specialists are responsible for managing customer issues to closure or elevating to the next level within the HP Instant Ink Issue Management flow Their primary responsibility is to manage tickets (i.e. CDAX, JIRA) originating from customer contacts to HP dedicated Instant Ink Support Centers across the globe These escalations are customer issues that fall outside of the HP dedicated Instant Ink Support Centers troubleshooting and/or compensation guidelines Independently resolves escalations of diverse complexity from our dedicated Instant Ink Support Call Centers based on defined business rules Works on complex problems where analysis of situations or data require an in-depth evaluation of multiple factors Reply to inquiries using either predefined response templates or individually crafted responses Manage other inbound funnels reporting customer issues (HP Store, SmartApp, written correspondence sent with returned ink cartridges, etc.) Assist in identifying whether customer found issues are “defects” in the enrollment flow or post enrollment experience Make recommendations for improving customer service and first call resolution Secondary responsibilities include triaging customer emails, written correspondence and other inbound funnels using predefined response templates or individually crafted responses Skill set will need to include good command of the English language and excellent writing skills

Knowledge and Skills Willingness to work in 24/7 environment Ability to work independently and be accountable Highly organized with attention to detail JIRA Microsoft Outlook, Excel, Word, OneNote Excellent verbal and written communication skills Excellent business writing skills (clarity, grammar, spelling, appropriate tone) Positive attitude, empathy, patience Ability to manage stress Excellent analytical and problem-solving skills Use good judgment when guidelines are not available and to prioritize work Documentation of features, CS instructions. Minimum of 3 year(s) of relevant experience in troubleshooting customer issues on Consumer Printer Services and Support Experience supporting subscription services is a strong plus.

Selection Procedure Eligibility Screening & HR Verification Online Process, Technical & Analytical & Business Acumen Assessment Interview with Hiring Manager, Face to Face / Via Zoom Interview with Region Stake Holder Via Zoom

Job - Services Schedule - Full time Shift - No shift premium (India) Travel -

Relocation - 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).

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