Value Added Services Technical Expert at HP Law

Raoued, Ariana, Tunisia -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

0.0

Posted On

31 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Problem Solving Skills, Data Entry Accuracy, Fluency in English, Fluency in French, Fluency in German, Fluency in Spanish, Time Management Skills, Organizational Skills, Process Analysis, Mentoring Skills, Training Skills, Computer Proficiency, Call Routing Knowledge, Case Management Knowledge, Quality Improvement

Industry

IT Services and IT Consulting

Description

Work is completed independently and has ability to handle most unique situations. Monitor the service event through completion for compliance. Reviews 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. Leads in projects for process or quality improvements and documents changes. Works with escalated customers and drives actions in post incident reviews. Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types. E-Mail ,Case and Calls coaching with a primary focus on the Italian, English and French scope Agents Coaching including regular 1:1 dedicated for quality metrics reviews and feedback Handling of complex escalation received in Generic mail box Delivery of Monthly report of quality improvement High school education or equivalent; some college level education preferred. A minimum of 5+ years general experience, or equivalent combination of experience and college level education Superior communication skills both written and verbal Understands internal processes and tools Computer proficiency Problem solving skills Accuracy in data entry Excellent fluency in English & French & German / Spanish languages Experience in a phone based role Familiarity with computer technology Time management skills Oversee compliance with operating procedures and standards Advanced knowledgeable in call routing and case management processes and obligation systems. Strong understanding of internal processes, tools and usage of such tools in managing daily tasks Organizational skills to manage workflow and tasks Process analysis and documentation Ability to mentor and train new agents Ability to participate or lead in projects for process or quality improvements

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Responsibilities

The role involves monitoring service events for compliance and analyzing customer feedback related to case management. The expert will lead projects for process improvements and mentor other employees.