CRT Subject Matter Expert

HP
Costa Rica
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)0Education: bachelorsSkills: ["Effective Communication","Results Orientation","Learning Agility","Digital Fluency","Customer Centricity"]

Serve as a trusted authority for complex, high-risk, or non-standard scenarios within SECR/CRT back office operations. Provide expert advisory and validation for ambiguous cases, act as a quality gate to prevent error leakage and rework, and support audits. Maintain playbooks and FAQs, lead teach-backs and case reviews, and enable cross-team process alignment so order processors and PMPs can make compliant, low-risk decisions.

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FursaFursa
HP
HP
3 days ago

CRT Subject Matter Expert

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Serve as a trusted authority for complex, high-risk, or non-standard scenarios within SECR/CRT back office operations. Provide expert advisory and validation for ambiguous cases, act as a quality gate to prevent error leakage and rework, and support audits. Maintain playbooks and FAQs, lead teach-backs and case reviews, and enable cross-team process alignment so order processors and PMPs can make compliant, low-risk decisions.
Location: Costa Rica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Assess complex and ambiguous cases and validate decisions before execution.
  • •Identify compliance, fraud, financial, and customer-trust risks and handle edge cases outside guidance.
  • •Act as a quality gate to prevent error leakage and rework, and support audits and deep dives.
  • •Maintain playbooks and FAQs, lead teach-backs and case reviews, and identify documentation gaps for improved onboarding and upskilling.
  • •Partner with supervisors and BPA teams to align processes and support process changes, pilots, and consistency across agents and teams.

Key Requirements

  • •Four-year degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.
  • •Typically 0-2 years of work experience, preferably in telephone support or the microcomputer industry.
  • •Advanced knowledge of CRT/SECR processes, policies, and escalation procedures.
  • •Strong understanding of order management, complaint resolution, approvals, and exception handling.
  • •Excellent written and verbal communication skills, including coaching and knowledge-sharing ability.
Experience:0Telephone supportMicrocomputer industry
Education:Bachelor's
Skills:Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity
Tech Stack:HP operational systemsMicrosoft Office

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn