Graduate Customer Solution Center Rep 4 Technical EnglishGerman

Description -

Description:
This role is responsible for resolving basic to moderate technical issues and escalate complex cases providing comprehensive responses about services and products and assisting customers proactively. The role collaborates with various teams to ensure seamless project outcomes maintains customer relationships recommends improvements and coordinates departmental work while fostering positive relationships within the organization. The role operates independently using established protocols to address customer concerns with moderate judgment.

Responsibilities

• Manages customer interactions across multiple channels.

• Demonstrates empathy and professionalism in all interactions

• Identifies customer issues and manages expectations effectively

• Logs and updates customer cases and ensures proper follow-up through resolution or handover

• Validates customer entitlement and warranty details performing clarification and re-entitlement when required

• Contacts customers when additional information or clarification is needed

• Ability to troubleshoot remotely using support tools

• Handles timely elevation and/or escalation

• Works effectively with internal support teams and escalation groups

• Coordinates support activities including planning and dispatching resources

• Provides feedback to support continuous improvement and operational excellence

• Manages multiple tasks or cases simultaneously with minimal supervision

• Ability to handle high volumes of contacts while maintaining quality

Key deliverables

• Achieve defined CSAT targets

• Meet productivity and quality KPIs

• Maintain accurate documentation in tools

• Ensure all incoming calls/tickets are answered on time (SLA)

• Handle cases in given timeframes (Turn-Around-Time)

• Ensure cases are handled according to the quality criteria and requirements

• Achieve individual performance targets

• Adhere to company policies procedures and Standards of Business Conduct

Education & Experience Recommended

• Recent graduates who obtained their degree within the past 12 months are eligible for this position

• High School Diploma/General Education Diploma (GED)/Higher Secondary education

Other requirements

• Excellent communication skills in English (mandatory) and proficiency in German is a strong advantage

Knowledge & Skills

Understanding of Basic IT concepts

Computer Science
Help Desk Support
Issue Tracking
Microsoft Office 365
Microsoft Windows 10/11
Operating Systems
Peripheral Devices
Technical Support

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

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.

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 HPs EEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal

About HP
At HP youll have a chance to create tools technology and solutions that reshape the way the world works in the future. If youre looking to join a company that allows you to connect with a network of professionals eager to support you in doing your best work we want to talk to you. Our legendary culture guides every employee toward successfostering collaboration and driving innovation.

Operating in over 170 countries HP is always creating new services products and capabilities giving you more opportunities to advance your career. Here innovation is the key to professional development and career mobility.

When you join HP youre joining a company that believes every voice matters and that we all deserve a seat at the table. From the boardroom to factory floor we create a culture where everyone is respected and where people can be themselves. You will be part of a global laboratory where different perspectives and experiences will help you solve problems in new ways. This is where you can build a long and wide-ranging career.

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