Business Level Application Support

Business Level Application Support

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:
 

Supports 24*7 covering worldwide users on SFDC

Education and Experience Required:

• Undergraduate degree in Computer science background, 3-5 Years

• Good communication skills, both oral and written
• Basic Presentation skills
• Should be an expert in MS-Office
• Should have had experience working in troubleshooting applications, handling customers.
• Email etiquette

Job responsibilities:

• Day-to-day query handling
• Technical Troubleshooting Skills
• Analytical Skills
• Coordinating with various support teams(IT/AA&S/Business SME)
• Taking part in projects
• Support the leads to achieve Business metrics
• Facing Customer and meeting their demands
• Generate Daily reports
• Query resolution and replying to client emails
• Tracking & Maintaining data
• Meeting customer demands ( Turnaround Time & Accuracy parameters)
• Participating in business calls with clients
• Ensure internal quality is met
• Review survey responses
• Analyzing root causes and resolving
• Documenting new learnings
• Sharing new learning and best practices
• Focal Point:
• Handles complex issues by reproducing in train/test environments
• Handles user access management and ensures SOX compliance
• Handles internal quality validations
• Covers weekend support and works with DXC (IT) on any major incidents reported

Knowledge and Skills:

• Superior skills in both written and verbal communication.
• Experience in customer facing role either remote or face to face.
• Problem solving skills.
• Accuracy in data entry.
• Excellent fluency in language to be supported.
• Experience in a phone based remote role, e- support, e-chat or similar.
• Familiarity with computer technology. Knowledgeable in call routing and case management processes as well as case logging systems.
• Understands internal processes and tools.
• Knowledge of Knowledge Management Systems and appropriate documentation to the system

Responsibilities:

• Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
• Successfully resolve moderate technical issues (related to hardware and software) from incoming customer 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 (for example warranty through enterprise).
• Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
• Work is reviewed periodically by Supervisor or Team Lead.

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

#india

#operations

Job:

Services

Job Level:

Core

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.