HCL Technologies Hiring for Technical Support Representative at Houston, TX Full Time

Job Title Technical Support

Division HCL- BSERV

Location USA, Houston (TX)

s to ( Job Title) Team Lead

Detailed Description:

This position is responsible for providing incident resolution by providing support to all system related inquiries and escalations from all channels. This role will conduct incident tracking and provide problem resolution and monitoring in order to achieve world class customer service.

Minimum Experience Minimum 1 – 2 years experience

Roles & Responsibilities

• Answer and trouble shoot system related and all customer inquiries from all Customer channels (e.g., phone, e-mail, etc.)
• Respond and manage, customer inquiries (e.g., technical issues, How To support) according to policies and procedures
• Perform outbound call backs to end customers to gather more information about the ticket in order to ultimately resolve the issue
• Escalate customer inquiries to the right team that cannot be answered by Technical Support agents according to policies and procedures
• Enter, track, and document all Contact Center communication, Service Requests, Incidents and Problem s and inquiries regardless of how the Service Request is submitted (e.g., telephone, email, fax, direct online input by End Users), in accordance with customer policies
• Provide end-to-end Incidents and Problem identification, escalation, proactive monitoring, tracking, resolution and closure process in compliance with customer policies
• Accurately categorize, prioritize and log all Incidents (e.g., inquiries/Problems/Service Requests) in the contact center ticket system

Skill set

• Experience in working in a Technical Support Process is essential
• Previous experience in device support technical support would be preferred
• Creative problem-solving and analytical skills and have technical mindset
• Self-motivated in resolving technical problems and improving technical knowledge
• Problem solving skills
• Strong attention to detail, data entry accuracy & follow-up
• Customer Service Attitude

Educational Qualifications:

• High School

Experience:

• Minimum 1-2 years of experience in current role
• E0.1 : Fresher
• E0.2- Junior : 1- 2 Years
• E0.3- Intermediate : 2- 3 Years

Job Type: Full-time

Salary: $42,000.00 – $46,000.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Houston, TX 77079: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Hybrid remote in Houston, TX 77079