Universal CRT Agent

HP · Heredia

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Description -

Job Summary
The Universal CRT Agent is a flexible and adaptable team member responsible for supporting multiple operational functions within the CRT organization based on business needs. This role requires the ability to learn and perform a variety of processes while maintaining high levels of quality, productivity, and customer focus.

In addition to operational responsibilities, the Universal CRT Agent is expected to proactively identify opportunities to improve processes, efficiency, quality, and customer experience. The individual will partner with peers, subject matter experts, and leadership to develop and help implement solutions that drive positive business outcomes.

Responsibilities
Operational Support

• Perform various CRT functions based on business priorities and operational needs.
• Learn and maintain proficiency across multiple operational workflows.
• Process work accurately and efficiently according to established procedures.
• Conduct research and analysis to resolve operational issues.
• Ensure compliance with policies, procedures, and quality standards.
• Manage workload effectively while adapting to changing priorities.

Problem Solving

• Investigate operational challenges and identify appropriate solutions.
• Escalate issues when required while maintaining ownership through resolution.
• Use critical thinking and available resources to address complex situations.
• Identify recurring issues and contribute to root cause analysis efforts.

Continuous Improvement

• Proactively identify opportunities to improve operational processes.
• Challenge inefficient processes and suggest practical enhancements.
• Use data, trends, and observations to support recommendations.
• Participate in testing, validation, and implementation of approved improvements.
• Share ideas that positively impact productivity, quality, employee experience, or customer experience.
• Support innovation efforts across the CRT organization.

Collaboration & Knowledge Sharing

• Work effectively with teammates and stakeholders to achieve business goals.
• Share best practices and lessons learned.
• Assist with process documentation and knowledge management activities.
• Support cross-training and skill development initiatives within the team.
  
  Education & Experience Recommended
  • High School Diploma required. Associate's Degree, Technical Degree, Bachelor's Degree, or equivalent work experience preferred.
  • Typically has 0-2 years of work experience in customer support, back-office operations, order management, business operations, or a related field.
  • Demonstrated ability to learn new processes and adapt to changing business needs.
  • Experience working in a fast-paced environment with multiple priorities is preferred.
  
  Preferred Certifications
  NA
  
  Knowledge & Skills
  • Analytical Thinking
  • Attention to Detail
  • Customer Support
  • Microsoft 365 Applications
  • Microsoft Excel
  • Operational Processes
  • Problem Solving
  • Process Improvement
  • Quality Management
  • Research & Investigation
  • SAP Applications
  • Stakeholder Collaboration
  • Time Management
  • Workflow Management
  
  Cross-Org Skills
  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity
  • Adaptability
  • Collaboration
  • Continuous Improvement Mindset
  
  Impact & Scope
  • Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
  
  Complexity
  • Learns to apply basic theories and concepts to work tasks.
  
  Disclaimer
  • This 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.
  
  

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Equal Opportunity Employer (EEO) - 

HP, 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).

Please 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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

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