Job expirat
Central Business Support team at the EMEA level provides support to end users in order to drive HP profitable growth and provide a superior customer and partner experience.
MISSION:
To provide the highest level of Business Support to HP users from across EMEA by acting as the focal point for incoming questions and/or issues.
OBJECTIVES:
- Acquire advanced job skills (good knowledge of processes and tools related to the dispatching job, not related to business processes) in order to be able to complete routine and moderately complex assignments/tasks (advanced knowledge of Siebel and Business Objects and other country specific processes)
- Acquire good understanding of general aspects of the job and become familiar with company policies and procedures (basic knowledge of HP business, products and Sales Operations)
- Continuously provide high quality support in dispatching incoming requests from EMEA HP end users.
MAIN RESPONSIBILITIES
(Key Result Areas)
Tasks / Assignments
- 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
