Job expirat
- Act as the front-end focal point for EMEA HP customers inquiries via web (OVSD), email or telephone about Siebel 7.5, SAMI, Forecast Portal, CIP, KPI, main focus depending also on language skills
- Provide immediate solutions to customers issues on the very first contact whenever possible
- Incorporate a broad knowledge base and high level of communication skills to ensure customer satisfaction
- Owns responsibility of analyzing, understanding, interpreting the customer’s support issues
- Coordinate customer complaint escalation process and serve as a focal point for contact and resolution
- Act as an interface between IT support and end-users
- User setup for Siebel 7.5, SAMI, Forecast Portal, CIP, KPI
- Ad-hoc tasks as requested by country CRM teams, with timelines/deadlines as agreed with them (examples : opportunity updates, alliance partner updates)
- Test of new Siebel 7.5 releases
- Attend the mandatory CRM meetings, team meetings, APT meetings
- Support EMEA projects and bring his/her own contribution to it
- Active interest in learning, in order to provide the highest quality support to our customers
- Proactively escalate any issue identified in Siebel 7.5, SAMI, KPI, CIP, Forecast Portal
- Maintain archives in order to provide information’s continuity
Process improvements
- Incorporate the personal experience and knowledge to improve the general support process used in day-to-day activities
- Actively search for new solutions to improve the day-to-day activity
Training and communication
- Attend all required trainings and provide feedback, information and recommendations in support of training improvements
- Act as team member by providing information, analysis and recommendations in support of team efforts.
- Ensure transparency of information, by properly documenting and storing on Share Point the information of public interest.
Other responsibilities
- Ensure proper backup and handover during vacation and other absence
- Participate in the department’s activities related to policies and procedures
- Respect HP confidentiality and private information policies by disclosing information generated within the department exclusively to authorized receivers
- Responsible for ensuring the personal conduct as in keeping with Hewlett-Packard’s standards of business conduct while representing HP.
- Responsible to care for and secure the department’s equipment under his/her ownership during the duration of his/her employment
- Support the department’s development projects with relevant data and actions
- Answer e-mails within the agreed timeline, but as quick as possible and immediately for urgent ones
- Perform additional activities assigned by managers
- Minimum one years office work experience
- Fluent English knowledge
- Must have very good knowledge in using PC and Microsoft Office (Outlook, Excel, PowerPoint, Word)
- Ability to work as part of a remote/virtual team
- Good communication skills (good questioning and listening skills)
- Strong motivation, good eye for detail, high degree of accuracy
- (Internal) Customer service mentality
- Have a positive attitude and professional conduct
- Self motivated and task oriented
COMPETENCY REQUIREMENTS
- Customer oriented – keep customer always in mind
- Valuable individual but very good team player
- Flexibility and adaptability
- Ability to take initiative and develop solutions
- Perfectionist approach to detailed work
- Strong analytical skills
- Ability to work under pressure
- Meet agreed deadlines for action
- Deliver quality outputs
- Interest in learning new systems
- Ability to handle multiple tasks
Compania noastra imbina experienta, expertiza, managementul activ si cultura creativa. Asiguram clientilor nostri know-how-ul si cunoasterea pietei din Romania pentru a ajuta dezvoltarea unui proiect de succes. Forta companiei APT Resources & Services consta in insasi echipa si in devotamentul ei pentru a oferi de fiecare data cele mai bune performante. Domeniile noastre de specialitate se incadreaza in servicii profesionale de resurse umane, incluzand recrutare & selectie de personal si consiliere in cariera
