About The Company
HCLTech is a global technology and IT services company dedicated to delivering innovative solutions that drive digital transformation for its clients across various industries. With a rich history of excellence and a commitment to fostering a collaborative and inclusive work environment, HCLTech leverages its extensive expertise in technology, consulting, and engineering to help organizations navigate complex digital landscapes. The company prides itself on its customer-centric approach, cutting-edge research and development, and a strong emphasis on sustainability and social responsibility. HCLTech's global presence spans numerous countries, enabling it to provide localized support and tailor-made solutions to meet diverse client needs.
About The Role
We are seeking a skilled and dedicated Support Specialist to join our dynamic team at HCLTech. In this role, you will be responsible for providing high-quality technical support to our clients, primarily focusing on international voice support. The ideal candidate will possess excellent communication skills, a strong troubleshooting mindset, and experience in handling mobility-related applications and system issues. You will be instrumental in resolving complex technical problems, ensuring customer satisfaction, and maintaining adherence to quality and compliance standards. This position offers an exciting opportunity to work in a fast-paced environment, collaborate with cross-functional teams, and contribute to the continuous improvement of support processes.
Qualifications
The ideal candidate should have a bachelor's degree in Information Technology, Computer Science, or a related field. Prior experience in technical support, especially in an international voice support environment, is highly desirable. Candidates must demonstrate proficiency in troubleshooting tools and applications such as Outlook, VPN, Citrix, and VDI. Knowledge of MS Office/O365 suite is essential. Experience in the Telecom domain will be considered an added advantage. Certifications in ITIL, Microsoft, Citrix, or relevant telecom certifications are preferred but not mandatory. The candidate should possess excellent communication skills, a customer-centric attitude, and the ability to work effectively under pressure.
Responsibilities
- Key Responsibilities
- Handle escalated calls from the Level 1 support team efficiently, providing expert guidance and resolution.
- Resolve support tickets within the agreed Service Level Agreement (SLA) timelines to ensure timely problem resolution.
- Maintain compliance with quality standards, regulatory requirements, and company policies at all times.
- Drive a positive customer experience and improve Customer Satisfaction (CSAT) scores through effective problem resolution and minimal Average Handling Time (AHT).
- Accurately update work logs and follow escalation protocols to ensure transparency and accountability.
- Manage support queues proactively, prioritizing cases to ensure prompt closure and customer satisfaction.
- Additional Responsibilities
- Participate actively in shift operations, ensuring adherence to process guidelines and operational standards.
- Collaborate with cross-functional teams such as network, infrastructure, and application support to resolve complex issues.
- Contribute to the development and enhancement of the knowledge base, sharing best practices and process improvements.
Benefits
HCLTech offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. Employees are eligible for competitive salary packages, health insurance, and retirement plans. The company promotes continuous learning and development through various training programs, certifications, and career advancement opportunities. HCLTech values work-life balance and provides flexible working arrangements to accommodate personal commitments. Additionally, employees have access to a collaborative work environment, employee engagement activities, and recognition programs that foster a culture of excellence and innovation.
Equal Opportunity
HCLTech is an equal opportunity employer committed to fostering an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We believe in creating a diverse workforce that reflects the communities we serve and promotes equal opportunities for growth and development. All qualified candidates are encouraged to apply, and we are dedicated to providing a fair and transparent recruitment process.
