{"id":2103669,"url":"https://alion.io/job/hp-customer-solution-center-rep-5-non-technical","title":"Customer Solution Center Rep 5 - Non-Technical","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":80000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6708},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T19:31:30Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T11:52:12Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Customer Solution Center Rep 5 - Non-TechnicalDescription -\nJob Summary\nThis role is responsible for overseeing customer entitlement validation and case documentation for efficient routing. The role manages diverse customer service requests across channels, analyzes feedback, and leads projects for process improvement. The role collaborates with escalated customers, ensures effective processes, troubleshoots complex issues, and provides mentoring to enhance organizational performance. Responsibilities\nOversees validation of customer entitlement and documentation of cases to facilitate the precise routing or dispatching of end-users to suitable resources.\nOversees the progression of the service event until completion, ensuring alignment with established compliance standards.\nManages the diverse service requests of customers through various access channels.\nEvaluates customer feedback concerning customer entitlement and case management, along with analyzing statistics tied to customer access (phone) and case management, delivering resolutions and feedback grounded in the analysis.\nManages projects aimed at refining processes or enhancing quality, meticulously documenting the changes introduced.\nCollaborates with escalated customers and takes charge of driving actions during post-incident reviews.\nCoordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.\nAssigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.\nProactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.\nAnalyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance. Education & Experience Recommended\nHigh School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.\nTypically has 8+ years of related work experience, preferably in customer support, project or team management, or a related field. Preferred Certifications NA Knowledge & Skills\nAccount Management\nAccounting\nBilling\nCall Center Experience\nCustomer Inquiries\nCustomer Relationship Management\nCustomer Success Management\nCustomer Support\nData Entry\nFinancial Services\nInbound Calls\nInvoicing\nKey Performance Indicators (KPIs)\nMarketing\nOutbound Calls\nProcess Improvement\nSalesforce\nSAP Applications\nTechnical Support\nWorkflow Management Cross-Org Skills\nEffective Communication\nResults Orientation\nLearning Agility\nDigital Fluency\nCustomer Centricity Impact & Scope\nImpacts multiple departments and leads large, cross-division functional teams or projects. Complexity\nWorks on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems. Disclaimer\nThis job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. \nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (Costa Rica)Travel -\nRelocation -\nEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":4303,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T19:31:30Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.795,"p_room":0.9,"age_days":3,"expected_fill_days":5,"reasons":["conf:2","velocity","win:mid","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/hp-customer-solution-center-rep-5-non-technical","json_url":"https://alion.io/job/hp-customer-solution-center-rep-5-non-technical.json","meta":{"generated_at":"2026-10-12T16:26:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26270,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-customer-solution-center-rep-5-non-technical"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-customer-solution-center-rep-5-non-technical"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-customer-solution-center-rep-5-non-technical"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-customer-solution-center-rep-5-non-technical\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-customer-solution-center-rep-5-non-technical"}]}