Customer Service Rep II

Customer Service Rep II

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Department: HPE Networking – Customer Experience

Reports To: Manager, Customer Care & RMA Operations

Location: Global Operations (APAC/EMEA/AMS as applicable)

Work Shift: Global Time Zone (any 5 days a week, 3 shifts - 6am to 3pm, 2pm-11pm, 10pm to 7am)

Role Overview

The Customer Service Representative II performs advanced case handling, provides deeper initial troubleshooting, and supports escalation readiness for complex customer issues. CSR II demonstrates expertise in support processes, mentors junior agents, and contributes to process improvements. The role independently resolves most customer-facing scenarios and acts as a key support partner to the Customer Care & RMA Operations team.

Key Responsibilities

Advanced Customer Care Operations

• Manage complex case routing, entitlement exceptions, and non-standard workflows.
• Perform enhanced initial troubleshooting using broader product and solution knowledge.
• Identify and correct case-handling variances from junior agents to ensure process integrity.
• Collaborate with technical support (Tech Care/Pro Care) to accelerate case progression.
• Support preparation and documentation for escalations.

RMA & Case Quality Support

• Validate RMA creation accuracy and support non-standard or complex RMA scenarios.
• Assist in backlog reduction efforts by reviewing aged cases and driving case movement.
• Conduct quality checks on case notes, entitlement handling, and routing accuracy.

Coaching & Peer Support

• Provide informal mentoring and floor support to CSR I employees.
• Share best practices, knowledge articles, and troubleshooting tips.
• Participate in process-improvement initiatives and feedback loops.

Core Competencies

Customer Focus

• Demonstrates stronger customer handling judgment, anticipating issues and preventing delays.
• Supports high-priority customer situations with accuracy and urgency.

Decision Making

• Makes independent decisions in non-routine scenarios within defined guidelines.
• Identifies root causes in case-handling efficiency issues and takes corrective action.

Communication

• Communicates complex issues clearly across internal teams and cross-functional stakeholders.
• Ensures case documentation meets high standards for clarity and completeness.

Teamwork

• Works closely with colleagues to balance queue demands and resolve obstacles.
• Actively collaborates across departments when handling complex or multi-team issues.

Leadership (Emerging)

• Acts as a role model for case-handling quality and professionalism.
• Supports knowledge-sharing activities to elevate team performance.

Technical & Process Expertise

• Strong understanding of HPE Networking and Aruba support processes and toolsets.
• Demonstrated ability to manage exceptions and ambiguous case situations.
• Performs troubleshooting beyond scripted guidance, using broader product knowledge.
• Operates with minimal supervision and resolves most issues independently.
• Coordinates with cross-functional teams to resolve operational challenges.

What We Can Offer You:

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.