Customer Support Representative

Job Description

Customer Support RepresentativeReports to: Team ManagerPurpose: This Customer Support Role is aligned to Field Representatives focusing on supporting unattended accounts. The position is dedicated to delivering a high-quality service to channel partners, enabling them to maximise their customer facing selling time.As the primary point of contact, the Customer Support Representative is responsible for managing opportunities throughout the sales cycle. This includes engaging closely with the sales team, channel partners, and end users to provide timely support, guidance, and visibility on opportunity progress.Scope: This role is responsible for managing a range of customer and partner support activities in an efficient, professional, and service focused manner. The individual will apply sound judgement, problem solving skills, and a solutions driven approach to tasks of varying complexity. They should be able to work independently on most activities while maintaining a calm, customer first mindset when navigating unique or challenging situations. The role may also involve supporting or guiding colleagues as needed to ensure smooth operations and consistently positive customer experiences.Key Responsibilities:Acts as the primary point of contact for partners and end users, supporting them from initial engagement through to post sale follow upConducts End User Verification (EUV) to confirm eligibility and validate pricing and deal requests, whilst also processing pricing submissions, deal registrations, and discount approvals in collaboration with internal teams, channel partners, and end usersMaintains a high standard of opportunity hygiene in CRM to ensure accurate pipeline forecasting while keeping Account Managers and stakeholders regularly updated on account activity for full visibilityManages end to end sales opportunities within Salesforce, including opportunity creation, updates and tool/portal linkage, while also overseeing order processing and sales data entry to ensure accuracy and completenessAddress's end user complaints and escalations promptly and professionally, taking proactive follow up actions and dealing with order management issues across all product lines as a subject matter expertConducts post sale follow ups to ensure customer satisfaction and support successful product adoptionCollaborate closely with technical teams and account managers to meet and exceed end user expectationsBuilds and nurtures strong customer relationships to gain a clear understanding of their business needs, goals, and challengesWork closely with partners and end users to support product selection, pricing, order processing, demonstrations, and the management of loan equipment.Skills:Type DescriptionKnowledge & skills Excellent communication skillsProven experience within customer service roleAdvanced problem-solving and analytical skillsStrong team working skillsAdvanced time management skillsActively works on own initiativeDeveloping mentoring and coaching skillsCompetent in MS Word, Excel, Outlook, PowerPointDesired:Knowledge of IT industry and customer IT needsGood understanding of the HPE organisation & portfolioAdvanced knowledge of internal processes and policiesSolid understanding of local legal compliance issuesInternal / External Relationships Relationships with various Business UnitsRelationships with internal & external support functions (i.e. customers, field account managers, pricing team and channel partners)Job Engagement with internal and external stakeholdersEngagement with end usersInternal and external call handling in line with Company standardsProactive problem solvingAdvanced knowledge of HPE product and processesHigh performance to standards defined and governed by Company SLAsIf you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.TPBN1_UKTJ