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.
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.
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.
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
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
Assist new comers as per request in completing their mandatory trainings/tasks from the New Employee Orientation program
May deliver or assist in delivering trainings and/or presentations on Business Support functions or general business issues
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
Apply Control & Quality policies to ensure HP policies and audit requirements are met
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 year office work experience
Fluent English knowledge plus one other European Language mandatory (German or Italian)
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
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
Maintain a good relationship with CRM EMEA points of contact
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
