Technical Support Specialist with French - Internship - 6 months

Employer: HCL Technologies
Domain:
  • Customer Support - Client Service
  • Job type: internship
    Job level: Student/Graduate
    Location:
  • Iasi
  • Updated at: 29.11.2022
    Short company description

    Requirements

    • Fluency in English and French
    • Previous experience providing technical support over the phone
    • Currently enrolled for undergraduate program in Electrical, Mechanical, Software (or related fields) Engineering.
    • 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.
    • A good and detailed knowledge of the Xerographic process or ability to learn within 3 months.
    • A good and detailed knowledge of Color Printing Theory or ability to learn within 3 months

    Responsibilities

    After the necessary training, the role holder will achieve the following agreed business objectives:

    Customer Service and Customer Satisfaction
    • Receive direct client contacts (via phone, chat, email, or any tool prescribed by the client), triage, and provide remote client assistance to solve the issue directly if possible
    • Talk to customers and understand their problem, through any means of technology provided
    • Strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.

    Technical Support
    • Responsible for research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
    • Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems
    • Provide part prediction and/or working/troubleshooting directions for the field engineering team
    • Effectively troubleshoot and follow workarounds using internal systems and Knowledge databases.

    Communication & Contact between Units
    • 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.
    • 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
    • Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm

    Other info

    Benefits:
    • We offer you the chance to start your career in customer support in a professional environment.
    • Well-rounded Health Insurance Package
    • You can gain international career experience.
    • You will be involved in challenging projects and you can work onsite for top clients.