Description
We are seeking a Customer Solution Center Graduate to join our team. As a graduate, you will work on average 2 days per week from an HPE office. Our Customer Solution Centers provide remote service, customer access, pre-sales, post-sales, and service delivery. The technical teams focus on solving business systems and applications problems for customers, onsite engineering personnel, and Authorized Service Providers.
Your Key Responsibilities:
- Resolve technical issues (hardware and software) from incoming internal or external businesses and end-users.
- Respond to service, product, technical, and customer-relations questions.
- Resolve incoming internal or external businesses and end-user problems via telephone and e-support.
- Articulate case summaries, resolutions, and add to Knowledge Management System (KMS).
- Proactively assist customers to avoid or reduce problem occurrence.
- Engage team members for support as required.
- First point of contact for phone calls and emails from customers.
- Respond to automated detected events from HPE monitoring systems.
- Enter incident details and progress of incident resolution into HPE Incident tracking system.
- Perform diagnostics on IT infrastructure.
- Undertake troubleshooting activities.
- Identify customer-sensitive situations and instigate management escalation.
- Ensure correct recording of incident and resolution details.
- Maintain high customer satisfaction.
- Maintain a thorough understanding of ITIL best practice.
Education and Experience Required:
- Bachelor's degree preferred or Diploma degree holder. Completion in 2025 / 2026
Role Start Date:
- February 2027
About You:
- Broad knowledge and passion for the IT industry
- Excellent verbal and written communication skills
- Technical troubleshooting skills
- Excellent analytical and problem-solving skills
- Software and hardware knowledge of computing, storage, and peripheral devices
- Proficiency with case management databases and tools
- Superior customer service skills
- Phone and remote support experience
What We Can Offer You:
- Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing
- Investment in your career with programs to help you reach your goals
- Unconditional inclusion and celebration of individual uniqueness