Customer Account Specialist

Hewlett Packard Enterprise; Región Centro; Híbrido; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Career development programs

Inclusive culture

Descripción de la vacante

Hewlett Packard Enterprise in Mexico is seeking an experienced Customer Relations Specialist to support end-users, dealers and service providers with escalated issues by phone and email. You will act as a liaison for field staff and executives to resolve customer satisfaction concerns, including availability, pricing and warranty issues.

The role requires solid communication, writing and presentation skills, and a background in technical support or related service environments.

Formación

• Bachelor's degree or equivalent with 2-4 years related experience or Master's degree and up to two years experience.
• 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry.
• Technical training in the company or other manufacturers' product lines.

Responsabilidades

• Provide professional solutions to company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.
• Applies intermediate level of subject matter knowledge to solve a variety of common business issues and acts as an informed team member providing analysis and limited project direction input.

Conocimientos

Customer Relations

Verbal Communication

OS Knowledge

Writing Skills

Presentation Skills

Legal & Compliance

Educación

Bachelor's degree or equivalent with 2-4 years experience; Master's degree up to two years

Descripción del empleo

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

Job Family Definition

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Management Level Definition

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Education And Experience Required

• Typically a Bachelor's degree or equivalent experience and 2-4 years related experience or Master's degree and up to two years experience.
• 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry. Technical training in the company or other manufacturers' product lines.

Knowledge And Skills

• Working knowledge of the field of Customer Relations.
• Demonstrated verbal communication and customer service skills.
• ntermediate-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills.
• Experience and demonstrated presentation skills.
• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.

What We Can Offer You

• We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job

Services

Job Level

Intermediate

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.