CRT Back Office Operations Agent

Description -

Roles and responsibilities

• Provide professional solutions to HP end-users, service providers originating from unresolved escalated cases received via written correspondence.
• Provide an escalation link for HP field employees, executives and channel regarding customer satisfaction issues including availability, complaints with HP and/or its representatives and complaints regarding an authorized dealer or channel.
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common business issues, problems/ projects of moderately complex scope.
• Exercises Independent judgment within defined practices and procedures to determine appropriate action.
• Acts as an informed team member providing analysis of information and limited project direction input.  
• Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Requirements:

• Excellent verbal and written communication skills in language to be supported.
• Experience in troubleshooting in a technical environment is an added advantage.
• Successfully resolve non-technical issues from incoming internal or external businesses and end user's 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 (warranty through mission-critical).
• Resolve incoming internal or external businesses and end user's problems via telephone and e-support.
• Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).
• Proactively assist customers to avoid or reduce problem occurrence.
• Engages for support as required to ensure internal or external business and end user SLA demands are met.
• Engage and collaborate with all cross functional team for quick resolution delivery.
• Contributes to cross- functional team goals and objectives through execution of escalation resolution via tactical delivery.
• Demonstrate e2e accountability and ownership on the escalations management.
• Work on identifying the root cause of the issue and work on preventive actions.

Demonstrate high level of customer passion and centricity in every escalation.

Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated
competence.
• Typically has 2-3 years of related work experience, preferably in remote support, telephone support, technologies and customer
environments, or a related field.
 

Knowledge & Skills
• Automation
• Computer Science
• Desktop Support
• Help Desk Support
• Issue Tracking
• IT Service Management
• Microsoft Office 365
• Microsoft Windows 11
• Operating Systems
• Peripheral Devices
• ServiceNow
• Technical Support
• Windows Servers

Job -

Services

Schedule -

Full time

Shift -

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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"