Command Center Monitoring Engineer - Managed Collaboration Services (MCS)

Command Center Monitoring Engineer - Managed Collaboration Services (MCS)

Description -

Job Summary
• This role is responsible for collaborating with various teams to resolve customer issues, ensuring utmost customer satisfaction and seamless customer service experience. The role involves efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt resolutions. The role includes interacting with customers and contributing to department goals through recommendations for efficiency improvements.

Responsibilities
• Collaborates directly with technical support engineers, quality analysts, and sales staff to promptly resolve customer issues, fostering a cohesive team approach.
• Ensures exceptional customer satisfaction by addressing setup/usage queries and product-related concerns, efficiently processing customer requests through various communication channels, including phone, email, and instant messaging.
• Keeps meticulous track of open tickets, ensuring timely resolutions across the organization, and proactively communicating progress.
• Assumes responsibility for handling open service requests, implementing effective fixes, and meticulously documenting cases for escalation.
• Diagnoses the root causes of failures to facilitate prompt resolutions and maintains detailed records for future reference.
• Addresses customers' technical issues, including but not limited to product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
• Interacts effectively with customers, company sales, and service representatives, addressing a wide range of pre-sales and post-sales inquiries.
• Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
• Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in telephone support, microcomputer industry, or a related field or an advanced degree with little or no work experience.

Preferred Certifications
NA

Knowledge & Skills

• Good knowledge on Power BI, Excel, Word and PPT
• Call Center Experience is a plus
• Customer Inquiries
• Customer Relationship Management
• Customer Success Management
• Customer Support
• Data Entry
• Key Performance Indicators (KPIs)
• Process Improvement
• Technical Support
• Workflow Management

• Network Basics

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity
• Responds to routine issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

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’sEEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"