Remote Support Engineer with English

Overview

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. With a worldwide network of R&D, innovation labs and delivery centers, and ‘Ideapreneurs’ working in 45 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Requirements:

• Fluency in English
• Minimum of 1 year working in supporting devices
• Skill and competency at providing professional phone support.
• Experienced at troubleshooting known/unknown technical queries
• Strongly self-motivated to learn new skills to fulfill basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.
• Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.
• Excellent team player with a committed approach to teamwork and customer responsibilities.
• Able to maintain and project a helpful and courteous attitude in any circumstances.
• Highly resilient under pressure and adaptable to unforeseen work demands.

Responsibilities:

• Receive direct client contacts (., via phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible
• Talk to client and understand client problem
• Use the knowledge base available to resolve client-reported problems
• Redirect calls to field engineering support if a field support visit is required
• Escalate to remote expert (Tier 3 / “deep dive” team in future model) as required
• Provide part prediction and/or working/troubleshooting directions for the field engineering team

Benefits:

• Salary above the market
• 25 days of paid annual leave
• Career Progression Opportunities
• Well-rounded Health and Life Insurance Packages