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. High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education. Superior communication skills both written and verbal Experience in customer facing role either remote or face to face Understands internal processes and tools Computer proficiency Problem solving skills Accuracy in data entry Excellent fluency in language to be supported. Experience in a phone based remote role Familiarity with computer technology Time management skills Oversee compliance with operating procedures and standards Experience in call routing and processes as well as case logging systems and obligation systems Strong understanding of internal processes, tools and usage of such tools in managing daily tasks Ability to mentor and train new agentsHPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: . if applicable to the role you applied to, you must

Hewlett Packard Enterprise

Technology innovation that fosters business transformation.
We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.
Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

COVID Policy

The health and safety of our team members, customers and partners is paramount at HPE. Accordingly, be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws.

Standards of Business Conduct (SBC)

The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.
Read more about how we

Equal Opportunity Employer (EEO)

Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. Please click here: .
If you’d like more information about your EEO right as an applicant under the law, please click here:

E-Verify(US & PR only)

HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information . You can also download the posters with information on legal rights and protection by clicking and .

Accessibility

Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email [Click to show email].
Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Disclosure of Sensitive Personal Data

Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application