Sr Customer Service Advocate

Sr Customer Service Advocate

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:

Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.

Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.

Applies intermediate level of subject matter knowledge to solve a variety of common business issues.

Works on problems of moderately complex scope.

Acts as an informed team member providing analysis of information and limited project direction input.

Exercises independent judgment within defined practices and procedures to determine appropriate action.

Follows established guidelines and interprets policies.

Evaluates unique circumstances and makes recommendations.

Education and Experience Required:


* Typically a Bachelor's degree or equivalent experience and 2-4 years related experience or Master's degree and up to two years experience.


* 4-6 years related experience in a telephone support position in a service or end-user support environment.

2 years experience in the microcomputer industry.

Technical training in the company or other manufacturers' product lines.

Knowledge and Skills:


* Working knowledge of the field of Customer Relations.


* Demonstrated verbal communication and customer service skills.


* ntermediate-level knowledge of operating systems software.


* Demonstrated writing/correspondence skills.


* Experience and demonstrated presentation skills.


* Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Custom...