Customer Care Team Leader overseeing customer care team at Volton, leading development and performance management initiatives. Focused on process improvements in customer service delivery.
About the role
- Hewlett Packard Enterprise role focusing on resolving technical issues in NonStop software for clients. Aiming to enhance customer satisfaction and operational efficiency through effective problem-solving.
Responsibilities
- Successfully resolve technical issues for NonStop 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
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process
- Review and may resolve complex business issues
- Add case resolution to KMS
- Understand and utilize ITIL
- Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Requirements
- 5 years + working knowledge on NonStop software essential
- Excellent verbal and written communication skills
- Experience troubleshooting in a technical environment
- Excellent analytical and problem-solving skills
- Advanced proficiency with case management and monitoring tools
- Superior customer service skills
- Phone and remote support experience
- Ability to solve and document solutions for usage of other technicians and customers
- Ability to lead resolution activities with escalated customers
- Ability to contribute to technical action plans
Benefits
- Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
- Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
- Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.
Job title
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