We are HCLTech, one of the fastest-growing large tech companies in the world and home to 227,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place.
Your Role & Responsibilities
Reporting to the Team leader, the Remote Technical Customer Support Specialist will provide support to customers, field engineers and business partners engineers for escalated issues. There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction. Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customer skills.
Responsibilities:
- Receive direct client contacts (e.g., via phone, video chat, web portal, email or any tool prescribed by the client), triage, and provide remote client assistance to solve the issue directly if possible
- Talk to client and understand client problem, through any means of technology provided
- Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems
- Redirect calls to field engineering support if a field support visit is required
- Escalate to next level of problem resolution process through the required tool/resource as required by process
- Provide part prediction and/or working/troubleshooting directions for the field engineering team
Qualifications & Experience
Minimum Requirements
- Fluency in English and Italian
- At least 6 months working in supporting electro-mechanical devices
- Skill and competency at providing professional phone support.
- Experienced at troubleshooting known/unknown technical queries
Desired Qualifications
- You have experience implementing certain strategies
- You have strong analytical skills and an aptitude for decision-making
- You show resilience when faced with challenges
- You believe in continuous learning and growth
- You possess a strong work ethic
- You're able to connect with new and existing team members quickly
- You enjoy collaborating with colleagues across the globe
- You enjoy learning new skills and applying them
- You are passionate about innovation
- You want to make an impact
Benefits:
- 1066 RON monthly budget in Benefit Online Platform (possibility of choosing flexible benefits like meal
- tickets, medical coverage for employees and dependents at Regina Maria, private pension, sport
- subscription, etc.)
- 25 vacation days/year.
- Life Insurance cover.
- Eyeglasses cost reimbursement: 1500 RON to be claimed every 3 years
- Childbirth allowance of 7000 RON after 1 year in HCLTech.
- In the first 8 weeks, the company will pay the difference of up to 100% for the parental leave granted to
- pregnant employees.
- Unfortunate events allowance of 7000 RON for first degree relative granted from day 1 in HCLTech.
- Internal trainings and certifications.
HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s).
https://www.hcltech.com/candidate-privacy-notice
