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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.
Job Responsibility:
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
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
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
Requirements:
Advanced case handling
Deeper initial troubleshooting
Support escalation readiness for complex customer issues
Expertise in support processes
Mentoring junior agents
Contribute to process improvements
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
Operates with minimal supervision
Coordinates with cross-functional teams
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
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing