Customer Advocate Job at Hewlett Packard Enterprise (Taguig City)

Customer Advocate

Hewlett Packard Enterprise

Location:
Philippines , Taguig City

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Service Representative I provides frontline support for case routing, administrative case handling, and initial troubleshooting for HPE Networking and Aruba products. This role ensures accurate case creation, timely assignment, and adherence to documented support processes. CSR I contributes to overall operational excellence by supporting customer inquiries, ensuring quality in case documentation, and collaborating with team members to meet service-level expectations.

Job Responsibility:

Create, route, and assign customer cases in the HPE Networking Support Portal and Welcome Center queues
Perform administrative case actions, entitlement checks, and case updates in accordance with documented processes
Provide initial troubleshooting based on established scripts and knowledge articles
Ensure accurate case documentation, including customer information, issue description, and troubleshooting steps
Escalate issues following defined escalation paths
Meet daily productivity and quality standards for case handling
Ensure SLA/SLO adherence through timely updates and case progression
Provide clear and professional communication with internal teams and customers
Work with senior team members and technical specialists to resolve issues
Flag process gaps or recurring issues for continuous improvement opportunities
Participate in coaching sessions, training, and readiness programs

Requirements:

Basic understanding of HPE/Aruba support workflows and tools
Familiarity with entitlement, case creation, and routing procedures
Uses knowledgebase articles and scripts to perform initial troubleshooting
Requires regular guidance from senior representatives or supervisors

Nice to have:

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
Data Controls
Design Thinking
Empathy
Follow-Through
Growth Mindset
Intellectual Curiosity
Long Term Planning
Managing Ambiguity

What we offer:

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment

Additional Information:

Job Posted:
January 29, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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