CCC MPS VAS Technical Solutions Representative - Italian speaker

• Accurately log and track customer interactions and service requests within the appropriate service management systems.

• Verify customer entitlement to support services and validate contract and warranty information.

• Manage and coordinate all French Business First (BF) hardware service requests and customer inquiries received through multiple support channels.

• Act as the primary point of contact for customers, managing expectations and ensuring a high level of customer satisfaction throughout the service lifecycle.

• Identify customer issues, provide appropriate solutions, and perform re-entitlement and service clarification activities when required.

• Contact customers to obtain any additional information necessary to facilitate service delivery.

• Monitor service events through completion to ensure compliance with service level agreements and operational requirements.

• Escalate complex or critical issues in a timely manner and coordinate resolution with appropriate internal teams.

• Plan, coordinate, and dispatch HP technical resources to support customer service requirements.

• Independently manage multiple customer cases simultaneously while adhering to established processes and service protocols.

• Exercise sound judgment to address customer concerns and resolve issues efficiently while maintaining service quality standards.

• Resolve moderately complex to complex hardware and software-related technical issues originating from customer contacts and proactive monitoring systems.

• Respond to inquiries regarding products, services, technical specifications, repairs, upgrades, parts, and options for both current and legacy product portfolios, based on customer support entitlement.

• Proactively identify opportunities to prevent recurring issues and improve customer outcomes.

• Contribute to operational excellence by providing feedback and recommendations for process optimization and service quality improvements.

• Participate in cross-functional initiatives and projects focused on enhancing operational efficiency and customer experience.

• Support knowledge sharing and team development activities and may provide guidance or mentoring to less experienced team members.

Key Deliverables

• Adhere consistently to established processes, procedures, and operational guidelines.

• Maintain a strong focus on delivering an exceptional customer experience and achieving high customer satisfaction levels.

• Ensure all inbound and outbound customer interactions are managed within agreed service level agreements (SLAs).

• Resolve customer cases within defined turnaround times while maintaining service quality standards.

• Ensure all cases are handled in accordance with quality requirements, policies, and operational procedures.

• Achieve individual performance objectives and productivity targets.

• Comply with company policies, procedures, and Standards of Business Conduct at all times.

• High school diploma or equivalent required.

• 3 to 5 years of professional experience, or an equivalent combination of relevant work experience and post-secondary education.

• Experience supporting customers in technical environments and working with a range of relevant technologies.

Additional Requirements

• Fluency in Italian and English or French.

• Excellent verbal and written communication skills in Italian and English; additional language skills are considered an asset.

• Strong teamwork and collaboration skills with the ability to build effective working relationships.

• Ability to perform effectively in a fast-paced environment and manage competing priorities.

• Strong analytical thinking, problem-solving abilities, and interpersonal skills.

• Demonstrated commitment to providing excellent customer service and customer-focused solutions.

• Experience delivering support through phone, remote assistance, email, chat, or similar customer engagement channels.

• Proficiency with common business and productivity software, including Microsoft Office and other relevant applications.

• Recognized technical expertise across supported product portfolios, including A4 and A3 devices, Gemstone products, and DesignJet PL30 solutions.

• Experience using Knowledge Management systems and leveraging technical documentation to support issue resolution.

• Ability to work independently while following established processes and contributing to continuous improvement initiatives.

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