Customer Support

Description:

Inbound chats from HP business customers. 75% are from warm leads.
People process 1 at a time.
Ramps up near Black Friday.

Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non- exempt employees.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.Participates/leads in projects for process or quality improvements.Works with escalated customers and recommends actions in post incident reviews.Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.

Skills:

Administrative support, Data entry

Top Skills Details:

Administrative support,Data entry

Additional Skills & Qualifications:

Education and Experience Required: High school education or equivalent.
Typically requires 3- 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
Experience in call routing and processes as well as case logging systems and obligation systems
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Ability to mentor and train new agents

Experience Level:

Intermediate Level

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent


• Maintaining an inclusive environment through persistent self-reflection


• Building a culture of care, engagement, and recognition with clear outcomes


• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.