Senior Customer Service Advocate - French Speaker Job at Hewlett Packard Enterprise (Sofia)

Job Description

Senior Customer Service Advocate - French Speaker. This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Job Responsibility

Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical)
Resolve incoming internal or external businesses and end user's problems via telephone and e-support
Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS)
Proactively assist customers to avoid or reduce problem occurrence
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Engages team members for support as required to ensure internal or external business and end user SLA demands are met
Begin to partner with and assist the Sales Pursuit team

Requirements

High School: completion of post-primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, "A" levels (U.K), Baccalaureate (France), etc.)
0-1 year experience in relevant technologies and customer environments
Relevant industry qualification where applicable
Excellent verbal and written communication skills in French
Experience in troubleshooting in a technical environment
Excellent analytical and problem solving skills
Software and hardware knowledge of computing, storage and peripheral devices
Advanced proficiency with case management databases and tools
Superior customer service skills
Phone and remote support experience
E-support experience

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 Solutions
Data Analysis Management
Design Thinking
Empathy
Follow-Through
Growth Mindset
Long Term Planning
Managing Ambiguity

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

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Senior Customer Service Advocate - French Speaker

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