Customer Support Representative

Customer Support Representative

Reports to: Team Manager

Purpose: 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?up
• Conducts 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 users
• Maintains 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 visibility
• Manages 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 completeness
• Address'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 expert
• Conducts post?sale follow?ups to ensure customer satisfaction and support successful product adoption
• Collaborate closely with technical teams and account managers to meet and exceed end user expectations
• Builds and nurtures strong customer relationships to gain a clear understanding of their business needs, goals, and challenges
• Work closely with partners and end users to support product selection, pricing, order processing, demonstrations, and the management of loan equipment.

Skills:

• Excellent communication skills
• Proven experience within customer service role
• Advanced problem-solving and analytical skills
• Strong team working skills
• Advanced time management skills
• Actively works on own initiative
• Developing mentoring and coaching skills
• Competent in MS Word, Excel, Outlook, PowerPoint

• Knowledge of IT industry and customer IT needs
• Good understanding of the HPE organisation & portfolio
• Advanced knowledge of internal processes and policies
• Solid understanding of local legal compliance issues

• Relationships with various Business Units
• Relationships with internal & external support functions (i.e. customers, field account managers, pricing team and channel partners)

• Engagement with internal and external stakeholders
• Engagement with end users
• Internal and external call handling in line with Company standards
• Proactive problem solving
• Advanced knowledge of HPE product and processes
• High performance to standards defined and governed by Company SLAs

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