Technical Support Specialist with French - Internship - 6 months

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Employer: HCLTech
Domain:
  • Customer Support - Client Service
  • Job type: stagiu de internship
    Job level: Student/Graduate
    Location:
  • Iasi
  • Updated at: 08.12.2022
    Remote work: On-site
    Short company description

    HCLTech is a global technology company, home to 224,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

    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.

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