Customer Operations Escalation Specialist

Description -

Ideal Candidate:

12 Months in Senior (Associate 4) Job level
Willingness to work in rotating shifts and weekly offs
Zero HR Escalations or warning letters in the last six months
Excellent Knowledge in MS-Excel / PPT & Data Mining
Should have been part of Consumer/Commercial PC/Printer teams for at least 12 months
Strong process & Technical knowledge required

Responsibilities
HP Instant Ink Customer Operations Escalation Specialists are responsible for managing customer issues to closure or elevating to the next level within the HP Instant Ink Issue Management flow
Their primary responsibility is to manage tickets (i.e. CDAX, JIRA) originating from customer contacts to HP dedicated Instant Ink Support Centers across the globe
These escalations are customer issues that fall outside of the HP dedicated Instant Ink Support Centers troubleshooting and/or compensation guidelines
Independently resolves escalations of diverse complexity from our dedicated Instant Ink Support Call Centers based on defined business rules
Works on complex problems where analysis of situations or data require an in-depth evaluation of multiple factors
Reply to inquiries using either predefined response templates or individually crafted responses
Manage other inbound funnels reporting customer issues (HP Store, SmartApp, written correspondence sent with returned ink cartridges, etc.)
Assist in identifying whether customer found issues are “defects” in the enrollment flow or post enrollment experience
Make recommendations for improving customer service and first call resolution
Secondary responsibilities include triaging customer emails, written correspondence and other inbound funnels using predefined response templates or individually crafted responses
Skill set will need to include good command of the English language and excellent writing skills

Knowledge and Skills
Willingness to work in 24/7 environment
Ability to work independently and be accountable Highly organized with attention to detail JIRA
Microsoft Outlook, Excel, Word, OneNote Excellent verbal and written communication skills
Excellent business writing skills (clarity, grammar, spelling, appropriate tone) Positive attitude, empathy, patience
Ability to manage stress Excellent analytical and problem-solving skills
Use good judgment when guidelines are not available and to prioritize work
Documentation of features, CS instructions. Minimum of 3 year(s) of relevant experience in troubleshooting customer issues on Consumer Printer Services and Support
Experience supporting subscription services is a strong plus.

Selection Procedure
Eligibility Screening & HR Verification
Online Process, Technical & Analytical & Business Acumen Assessment
Interview with Hiring Manager, Face to Face / Via Zoom
Interview with Region Stake Holder Via Zoom

Job -

Schedule -

Shift -

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Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"