Bilingual Customer Service Representative Job Description: 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. Responsibilities: Answer calls for support in both English and SpanishResponsible 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. Education and Experience Required: High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education. Knowledge and Skills: Must be fluent in English and SpanishSuperior communication skills both written and verbalExperience in customer facing role either remote or face to faceUnderstands internal processes and toolsComputer proficiencyProblem solving skillsAccuracy in data entryExcellent fluency in language to be supported.Experience in a phone based remote roleFamiliarity with computer technologyTime management skillsOversee compliance with operating procedures and standardsExperience in call routing and processes as well as case logging systems and obligation systemsStrong understanding of internal processes, tools and usage of such tools in managing daily tasksAbility to mentor and train new agentsJob:ServicesJob Level:Senior Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.,
Website : http://www.hp.com/
Hewlett-Packard Company, together with its subsidiaries, provides products, technologies, software, solutions, and services to individual consumers, small-and medium-sized businesses (SMBs), and large enterprises, including customers in the government, health, and education sectors worldwide. Its Personal Systems segment offers commercial personal computers (PCs), consumer PCs, workstations, thin clients, tablets, retail point-of-sale (POS) systems, calculators and other related accessories, software, support, and services for the commercial and consumer markets. The companys Printing segment offers consumer and commercial printer hardware, supplies, media, software and Web services, and scanning devices, as well as inkjet and printing solutions, laserjet and enterprise solutions, and graphics solutions. Its Enterprise Group segment provides industry standard servers; business critical systems; traditional and converged storage solutions; networking products comprising controllers/switches, routers, and wireless LAN access points; and technology consulting and support services focused on cloud, mobility, and data. The companys Enterprise Services segment offers technology consulting, outsourcing, and support services to infrastructure, applications, and business process domains; and application and business services. Its Software segment provides enterprise information management solutions, such as data analytics, information governance, and digital marketing for structured and unstructured data; IT management software; and security intelligence/risk management solutions as software licenses and software-as-a-service. The companys HP Financial Services segment offers leasing, financing, utility programs, and asset recovery services; and asset management services to enterprise customers, as well as specialized financial services to SMBs, and educational and governmental entities. The company was founded in 1939 and is headquartered in Palo Alto, California.