Customer Support

• Understand and interact with a variety of NI departments, processes, and applications to support customer needs
• Support sales opportunity management for strategic customers by fulfilling customer requests or advancing to the appropriate path as needed.
• Basic treatment understanding of strategic customers throughout the sales and post-sales cycle.
• Provide an efficient customer experience by effectively resolving customer issues promptly
• Process customer standard and non-standard orders and quotes transactions from multiple sales channels with consistent speed and accuracy using Oracle Order Entry application, Sales Force, Outlook, and other internal business applications
• Timely follow-up with customers on pending actions to help them complete their transactions via phone and email
• Support standard and non-standard customer inquiries regarding order process creation or modification, product availability, services delivery, repair status, or other information regarding their accounts via phone or email
• Assist the Sales team throughout the buying cycle by providing transactional support and information related to the customer’s purchase process.
• Build and manage Customer data records within the Oracle application before transferring customer calls to Tech Sales and Support to ensure accurate data integrity of our customer records
• Handle inbound customer service calls for standard and non-standard orders or quotes processing from strategic customers based in the US or other countries within the Americas Region
• Lead all aspects of incoming customer calls for Sales, Tech Support, post-sales aid, and general inquiries in the Americas.

Customer Service Representative

• Provide flawless customer service through email and phone interactions
• Assist customers with order changes, cancellations, document requests, expedites, and providing price and delivery information
• Responsible in providing customer service regarding pricing, availability and delivery, order placement and inquiries, order maintenance
• Ensure information given to customers is timely and accurate
• Answer emails and calls from channel distribution, exhibiting world-class customer service excellence
• Provide inside sales support for pricing and availability
• Assist customers with basic order queries, such as status, expedites, and cancellations
• Address general product inquiries based on available system information
• Perform additional duties and responsibilities as assigned by management

Junior Customer Services Representative

• Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
• Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests
• Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams
• Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution
• Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy
• Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability
• Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience
• Share knowledge, feedback, and best practices that raise the bar for the entire support team
• Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams

Customer Support Representative

• Serve as primary point of contact for service delivery partners queries.
• Support service delivery partners and internal HPE team members via email, chat, phone calls.
• Assist on a timely manner internal and external HPE customers queries.
• Provide accurate guidance for service delivery enablement requests.
• Monitor open cases/projects to ensure proper resolution.
• Help driving operational improvements for assigned process.
• Escalate procedure issues in a timely manner to the corresponding internal HPE team when necessary.
• Collect necessary information based on region specifics to secure proper service delivery configuration.
• Perform regular quality checks to ensure process success.
• Working relationships: Internal: Global Center of Partner Success and Excellence GEO/Country/Tower teams WW Partner Delivery Other HPE teams External: Channel Partners Representatives.

Partner Support Specialist

• Respond promptly and professionally to customer inquiries via phone and/or email.
• Provide detailed information about product features, benefits, and usage.
• Assist customers with product warranties.
• Handle and resolve customer complaints with empathy and professionalism.
• Issue refunds or exchanges as needed, following company policies.
• Document and track recurring customer issues and report them to management.
• Work closely with colleagues in customer service, sales, and technical support to ensure seamless service.
• Troubleshoot and resolve technical issues related to product usage and performance.
• Guide customers through product setup and configuration.
• Accurately log customer interactions and transactions in the CRM system.
• Maintain up-to-date knowledge of company products, including new releases and updates.

Customer Service Representative, End User Products Support

• Develops product support plans on medium complexity product families.
• Represents services on product core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
• Sets product service metric goals, monitors product support business performance and identifies what corrective action is required.
• Collaborates with regions/WW regarding service and support planning, implementation and performance.
• Performing business analysis identifying improvements.

• Act as a trusted operational partner to Customer Technical Support leadership, translating strategy into scalable execution
• Own and evolve the global Customer Support operating model, ensuring consistency and scalability across regions
• Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify risks and optimize performance
• Define and track KPIs and leading indicators to measure support health, productivity, and predictability
• Own and enhance the end-to-end Technical Support Engineer (TSE) experience, improving workflows, tools, and processes
• Reduce operational friction and increase time spent on high-value customer interactions
• Drive cross-functional alignment with Renewals, Customer Success, Professional Services, Sales, Finance, and Systems teams
• Lead change management initiatives to ensure adoption of new processes, tools, and operating models
• Leverage data, analytics, and AI-driven capabilities to deliver insights, improve predictability, and enable automation
• Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

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