Sales Support Analyst
Description -
The Sales Support Analyst plays a critical role handling inbound and outbound calls, delivering an exceptional customer experience throughout the sales and order management lifecycle.
This position is responsible for investigating and resolving issues that customers may encounter during the purchasing process, ensuring timely and accurate order fulfillment while minimizing business risk.
The ideal candidate leverages professional knowledge, analytical thinking, and customer-centric problem-solving skills to support both customers and internal stakeholders. Success in this role requires strong attention to detail, sound judgment, the ability to identify trends, and a commitment to process excellence within a fast-paced business environment.
Key Qualifications
- Strong analytical and problem-solving skills.
- Exceptional attention to detail and accuracy.
- Ability to manage multiple priorities and meet deadlines.
- Excellent communication and collaboration skills.
- Customer-focused mindset with a passion for delivering positive outcomes.
- Ability to interpret policies, procedures, and business guidelines effectively.
- Experience working with order management, sales operations, fraud prevention, or customer support processes is preferred.
Responsibilities
- Review and verify customer and order information to determine appropriate next steps, enabling orders to proceed successfully or be escalated for further review by the Fraud Prevention team.
- Assist customers by addressing inquiries and concerns related to order delays, account reviews, and order processing requirements.
- Collaborate with cross-functional teams, including Fraud Prevention, Supply Chain, Sales Operations, and Customer Support, to resolve routine and complex order-related issues.
- Follow established HP.com order review workflows, policies, and operational guidelines to ensure compliance and consistency.
- Analyze order history, agent comments, and customer interactions to support informed decision-making.
- Process and remove payment pre-authorizations associated with declined orders when applicable.
- Investigate, document, and take action on customer-reported fraudulent activity.
- Execute assigned tasks with a high degree of accuracy, quality, and timeliness.
- Identify customer pain points, pricing issues, process gaps, and operational inefficiencies; communicate findings and recommendations for improvement.
- Participate in quality improvement initiatives and contribute to continuous process enhancement efforts.
- Analyze sales and operational data and prepare reports supporting forecasting, quality assurance, performance tracking, and business reviews.
- Manage day-to-day post-sales activities, including credits, returns, order adjustments, and issue resolution across multiple customer accounts.
- Support and mentor less-experienced team members by sharing best practices and operational knowledge.
- Manage backlog and open-order reports, partnering with Supply Chain, factories, and other stakeholders to identify delays, communicate status updates, and escalate issues when necessary.
- Resolve complex order management issues across product lines by applying specialized business knowledge and analytical skills.
- Serve as a subject matter expert for order management processes and support testing, validation, and implementation of new systems, tools, and process improvements.
- Monitor trends, identify potential business risks, and recommend proactive solutions that improve customer experience and operational efficiency.
What Success Looks Like
- Accurate and timely resolution of customer and order-related issues.
- High-quality analysis that supports informed business decisions.
- Strong partnership across teams to drive issue resolution and customer satisfaction.
- Continuous identification of opportunities to improve processes, reduce risk, and enhance the customer experience.
- Consistent demonstration of ownership, accountability, and operational excellence.
Education and Experience Required
- 2-year university degree or equivalent experience.
- Minimum of 2 years experience in a transnational company.
- Typically, 2+ years experience in a customer service role.
- Confident in using Microsoft Office Applications
- Basic computer troubleshooting
- Process Improvement knowledge
Knowledge and Skills Required
- Excellent English fluency and communication skills required, both written and speaking.
- Strong customer service and negotiation skills
- Advanced problem-solving and analytical skills
- Computer proficiency, experience with business applications
- Self-starter and quality driven
- Interest in accomplishing goals, exceeding expectations and being proactive.
- Excellent attendance and timeliness
- Focused on career and talent development.
- Able to maintain active communication with other team members.
- Knowledge of Fraud environments
Additional requirements in case of Work from Home option:
· Stable Internet speed minimum of 30 MB to individually work.
· To have a quiet, private, ergonomically friendly and separate/reserved place to work.
What we offer:
- Opportunity to work in an international organization with colleagues coming from all over the world.
- Diverse, continued internal growth and career opportunities. Including HP’s own learning platform and LinkedIn Learning.
- An attractive benefits package: Health & Life insurance.
- Women, Pride, Young employees, Sustainability, Next Gen and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.
- We also dedicate time and resources to contribute with our community through Corporate Volunteering activities.
- We have an onsite Doctor and medical team for our employees, including services such as nutrition, physiotherapy, and general health.
- Printing Happy hour – from photographs to large posters. And Hands-on workshops to print with the latest technology – from wall covers to 3D printed models.
- Dedicated lactation room.
Job -
Sales Operations
Schedule -
Full time
Shift -
No shift premium (Costa Rica)
Travel -
Relocation -
No
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"
