Hewlett Packard Enterprise is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.
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 company field employees, executives and channel regarding customer satisfaction issues including
availability, price dissatisfaction, product safety issues, complaints with company and/or its representatives, and complaints regarding an authorized dealer or channel.
Ability to apply intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems / projects of moderately complex scope. Exercises independent judgment within defined practices and procedures to determine appropriate action. Acts as an informed team member providing analysis of information and limited project direction input. 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. 2-4 years related experience in a telephone support position in a service or end-user support environment. 1 year experience in the microcomputer industry. Technical training in company or other manufacturers’ product lines.
Knowledge and Skills Required:
Working knowledge of the field of Customer Relations. Demonstrated verbal communication and customer service skills. Intermediate-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.
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