Customer Solutions Representative

Customer Solutions RepresentativeDescription -Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently. Receives general instructions on all work.ResponsibilitiesResponsible 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. Provide basic analysis of cases. Education and Experience RequiredHigh school education or equivalent. To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.Knowledge and SkillsSuperior 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 standardsDesirable:Knowledgeable in call routing and case management processes as well as case logging systems and obligation systemsImpact/ScopeIs a direct contact point for customers and onsite field personnel. Accuracy in entitling customers and routing to the correct team for service or dispatch is critical to meeting service level agreements. May be the only contact a customer has within HP and acts as a customer service ambassador and ensures a positive customer experience.Job -ServicesSchedule -Full timeShift -No shift premium (Colombia)Travel -NoRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.