Customer Service Rep II at Hewlett Packard Enterprise

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 Apr, 26

Salary

0.0

Posted On

10 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Decision Making, Communication, Teamwork, Leadership, Technical Expertise, Process Expertise, Troubleshooting, Mentoring, Collaboration, Case Management, Quality Assurance, Coaching, Problem Solving, Data Analysis, Customer Relationship Management

Industry

Information Technology & Services

Description

Customer Service Rep II This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Department: HPE Networking – Customer Experience Reports To: Manager, Customer Care & RMA Operations Location: Global Operations (APAC/EMEA/AMS as applicable) Work Shift : Global Time Zone (any 5 days a week , 3 shifts - 6am to 3pm, 2pm-11pm, 10pm to 7am) Role Overview The Customer Service Representative II performs advanced case handling, provides deeper initial troubleshooting, and supports escalation readiness for complex customer issues. CSR II demonstrates expertise in support processes, mentors junior agents, and contributes to process improvements. The role independently resolves most customer-facing scenarios and acts as a key support partner to the Customer Care & RMA Operations team. Key Responsibilities Advanced Customer Care Operations Manage complex case routing, entitlement exceptions, and non-standard workflows. Perform enhanced initial troubleshooting using broader product and solution knowledge. Identify and correct case-handling variances from junior agents to ensure process integrity. Collaborate with technical support (Tech Care/Pro Care) to accelerate case progression. Support preparation and documentation for escalations. RMA & Case Quality Support Validate RMA creation accuracy and support non-standard or complex RMA scenarios. Assist in backlog reduction efforts by reviewing aged cases and driving case movement. Conduct quality checks on case notes, entitlement handling, and routing accuracy. Coaching & Peer Support Provide informal mentoring and floor support to CSR I employees. Share best practices, knowledge articles, and troubleshooting tips. Participate in process-improvement initiatives and feedback loops. Core Competencies Customer Focus Demonstrates stronger customer handling judgment, anticipating issues and preventing delays. Supports high-priority customer situations with accuracy and urgency. Decision Making Makes independent decisions in non-routine scenarios within defined guidelines. Identifies root causes in case-handling efficiency issues and takes corrective action. Communication Communicates complex issues clearly across internal teams and cross-functional stakeholders. Ensures case documentation meets high standards for clarity and completeness. Teamwork Works closely with colleagues to balance queue demands and resolve obstacles. Actively collaborates across departments when handling complex or multi-team issues. Leadership (Emerging) Acts as a role model for case-handling quality and professionalism. Supports knowledge-sharing activities to elevate team performance. Technical & Process Expertise Strong understanding of HPE Networking and Aruba support processes and toolsets. Demonstrated ability to manage exceptions and ambiguous case situations. Performs troubleshooting beyond scripted guidance, using broader product knowledge. Operates with minimal supervision and resolves most issues independently. Coordinates with cross-functional teams to resolve operational challenges. #LI- Hybrid 2025NetworkingPH Additional Skills: Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more} What We Can Offer You: Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #philippines #aruba, #networking, #servicesandsupport Job: Services Job Level: Intermediate HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. No Fees Notice & Recruitment Fraud Disclaimer It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication. Hewlett Packard Enterprise Technology innovation that fosters business transformation. We Are In the Acceleration Business We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed. COVID Policy The health and safety of our team members, customers and partners is paramount at HPE. Accordingly, if applicable to the role you applied to, you must be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws. Standards of Business Conduct (SBC) The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way. Equal Opportunity Employer (EEO) Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. Please click here: Equal Employment Opportunity. If you’d like more information about your EEO right as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only) HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here. You can also download the posters with information on legal rights and protection by clicking here and here. Accessibility Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email recruiting@hpe.com. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.

Responsibilities

The Customer Service Representative II manages complex case routing and performs advanced troubleshooting for customer issues. They also mentor junior agents and contribute to process improvements.