Posted:
7/21/2024, 5:00:00 PM
Location(s):
Karnataka, India ⋅ Heredia, Heredia Province, Costa Rica ⋅ Heredia Province, Costa Rica
Experience Level(s):
Expert or higher ⋅ Senior
Field(s):
Product
Description -
Responsibilities
Should have good project management & application skills.
Understand and monitor all types of Digital support HP offers.
Identifying ideal agent profiles and mapping customer journeys to identify the gaps in agent experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements - from purchase to product return to customer support. End to End agent Life digital tools and application.
Awareness of Nuances in Different Digital Platform related to contact center & agent experience.
Work with stakeholders to understand E2E digital customer/agent journey and add value to the process.
Regular communication with stakeholders Contact Center - Theaters, DXT, BTS, Country, Field and other cross functional teams
Education and Experience Required:
Minimum of 12+ years’ experience on customer support with good understanding of Care Center Tools, CRM’s and Customer Journey
Must have Good Communication, Presentation & Stakeholder Management skills.
Should have been part of Consumer/Commercial PC/Printer teams for at least 8yrs.
Program/Project management certification & applied skills.
Knowledge and Skills:
PMP certified
Advanced Data Analytics
Technology savvy & new market trends which can be applicable to care Center
Strategic thinking. Should be able to agile to short terms and long terms visions, goals.
Candidates must have interest in joining Digital Transformation Team, Experience in Digital support channels /supporting customers.
Experience in Call/Chat/Email customer engagement at Contact Center preferred.
Night shift Involved. 25% travel domestic and international
Qualification
Any graduate
#Li-post
Job -
ServicesSchedule -
Full timeShift -
No shift premium (India)Travel -
25%Relocation -
NoEqual 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
Website: http://www.hp.com/
Headquarter Location: Palo Alto, California, United States
Employee Count: 10001+
Year Founded: 1939
IPO Status: Public
Last Funding Type: Post-IPO Equity
Industries: Computer ⋅ Consumer Electronics ⋅ Hardware ⋅ IT Infrastructure ⋅ Software