At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function — is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspectives they bring. That’s how we work at HP. And this is how ideas and people grow.

Job responsibilities 

• Logs the call into a database
• Ensures the customer is entitled to the service and validates customer contract details
• Manages all French BF HW service requests and inquiries of customers received through different access channels
• Manages customer expectations and identifies customer problems to solve them
• Perform re-entitlement and clarification
• Contact customer for DBD needed.
• Monitors the service event through completion for compliance.
• Handles timely elevation and/or escalation, when getting complex problems
• Coordination of support activities and planning and dispatching of HP resources
• Participates in projects for process or quality improvements.
• Provide feedback for operational excellence.
• Manages multiple tasks or cases simultaneously with minimal supervision
• Work independently while using standard protocols when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
• Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).
• Proactively assist customers to avoid or reduce problem occurrence.
• Participates in projects for process or quality improvements.
• May act as a mentor to lower-level employees working on similar hardware and software. ​

Key deliverables 

• Process descriptions are strictly followed.

• Focus on customer satisfaction.

• Ensure all inbound and outbound calls are managed on time (SLA)

• Worked out cases within given timeframes (turnaround time)

• Ensure cases are worked out according to the quality criteria and requirements.

• Personal targets are achieved.

• Strictly follows company policies, procedures, and Standards of Business Conduct

Education & Qualification 

• High school education or equivalent. 3- 5 years general experience, or equivalent combination of Experience and college level education

• Experience in relevant technologies and customer environments

Other requirements