Technical Customer Support (Internship)

Employer: HCL Technologies
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: internship
    Job level: Student/Graduate
    Location:
  • Iasi
  • Updated at: 27.11.2022

    Requirements:
     Fluency in English and Italy/ Spanish/ German
     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 organization.
     Open to learn detailed knowledge of the Xerographic process and Color Printing Theory.
     Able to be self-aware and conscientious of meeting all personal, team, & organization 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:
    Reporting to the Team leader, the Junior Remote Technical Customer Support Specialist after the necessary training
    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.
     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