Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employee.

　　Responsibilities:

　　Responsible 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 and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.

　　Leads in projects for process or quality improvements and documents changes.

　　Works with escalated customers and drives actions in post incident reviews.

　　Manages multiple tasks or cases simultaneously without supervision.

　　Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.

　　Education and Experience Required:

　　High school education or equivalent; some college level education preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education

　　Knowledge and Skills:

　　Superior communication skills both written and verbal

　　Experience in customer facing role either remote or face to face

　　Understands internal processes and tools

　　Computer proficiency

　　Problem solving skills

　　Accuracy in data entry

　　Excellent fluency in language to be supported.

　　Experience in a phone based remote role

　　Familiarity with computer technology

　　Time management skills

　　Oversee compliance with operating procedures and standards

　　Advanced knowledgeable in call routing and case management processes and obligation systems.

　　Strong understanding of internal processes, tools and usage of such tools in managing daily tasks

　　Organizational skills to manage workflow and tasks

　　Process analysis and documentation

　　Ability to mentor and train new agents

　　Ability to participate or lead in projects for process or quality improvements

　　About HP

　　You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.

　　So

　　are we. We love taking on tough challenges, disrupting the status quo,

　　and creating what’s next. We’re in search of talented people who are

　　inspired by big challenges, driven to learn and grow, and dedicated to

　　making a meaningful difference.

　　HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

　　Our history: HP’s commitment to diversity, equity and inclusion – it's just who we are.

　　From the boardroom to factory floor, we create a culture where everyone is

　　respected and where people can be themselves, while being a part of

　　something bigger than themselves. We celebrate the notion that you can

　　belong at HP and bring your authentic self to work each and every day.

　　When you do that, you’re more innovative and that helps grow our bottom

　　line. Come to HP and thrive!

　　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).