Customer Solution Center Representative - Technical

Customer Solution Center Representative - TechnicalDescription -Customer Operations Escalation Specialist - level = SENIOR 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. Responsibilities:Independently resolves escalations of diverse complexity from our dedicated Instant Ink Support Call Centers based on defined business rules.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.). Required skills:Ability to work independently and be accountableHighly organized with attention to detailJIRA, Microsoft Outlook, Excel, Word, OneNoteExcellent verbal and written communication skillsPositive attitude, empathy, patience and ability to manage stressExcellent analytical and problem-solving skills Experience supporting subscription services is a strong plus.Job -ServicesSchedule -Full timeShift -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).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.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement