We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ 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. Join us on our journey in advancing the technological world through innovation and creativity.

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

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best. Explore more career paths with us at www.hcltech.com.

Why Us

• We offer End-to-end digital transformation expertise that helps clients from strategy through execution.
• We work with the biggest brands, offering the opportunity to be a part of industry-leading work
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark
• We offer freedom and flexibility on the job, empowering our employees to make decisions
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility
• Our company is extremely diverse with representation of 165 nationalities
• We offer the opportunity to work with colleagues across the globe
• We offer comprehensive benefits for all employees
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect

Equality & Opportunity for All

As a company with employees representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

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).

Candidate Data Privacy Notice | HCLTech