PTSOL ® - Progressive Technology Solutions

• Take inbound calls from HP’s Small & Medium Business customers to answer questions and provide help regarding orders, payment, shipping, and returns and replacements. • Place outbound calls to follow-up on cases that cannot be solved at first point of contact, correspond with customers through email regarding order status and/or order issues. • Resolve cases through collaboration with HP & HP partners regarding fulfilling orders and investigating and resolving order exceptions with order processing, payment processing, factory lead-times, fulfilment, shipping and claims. • Book replacement orders with customers due to declines, cancels or other order problems. • Inform customers of production changes and/or shipment delays. • Document all customer interactions using appropriate case management tool. • Work within the team and HP.com Store organization to identify and help validate and implement process improvement opportunities.