ODCM Agent I

Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world.
Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. Non-technical teams provide support to internal and external customers and resellers via incoming customer contacts to the company Customer Solutions Center through telephony or e-support methods.
Please note that this is a temporary, fixed-term contract, for two years.
How you will make your mark:
- 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.
- Review 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.
- Participate/lead in projects for process or quality improvements.
- Work with escalated customers and recommend actions in post incident reviews.
- Manage multiple tasks or cases simultaneously with minimal supervision
- May act as a mentor or trainer in the team.
About you:
- High school education or equivalent.
- Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.
- Superior communication skills in German and English, 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
We offer:
- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element!
Please note that this is a temporary, fixed-term contract, for two years.
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.