Technical Solutions Representative – Customer Service

About the role

The Technical Solutions Representative will act as the first point of contact for customers, ensuring they receive the right services and support. You will manage service requests across multiple channels, monitor compliance, and contribute to process improvements.

Key responsibilities

• Log calls into the database and verify customer entitlement and contract details.
• Manage service requests and inquiries via various access channels, setting expectations and identifying issues.
• Perform re‑entitlement, clarify details with customers, and monitor service events to completion.
• Escalate complex problems, coordinate support activities, and dispatch HP resources as needed.
• Participate in projects aimed at process or quality improvements and provide feedback for operational excellence.
• Handle multiple cases simultaneously while adhering to SLA and quality standards.

Required profile

• High school completion (post‑primary education).
• Excellent verbal and written communication in English, Italian or French.
• Team player able to work under pressure.
• Strong analytical, problem‑solving and soft‑skill abilities.