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Customer Support Specialist

2 months ago

Bikaner, India hcl-technologies Full time

Designation: Customer Support Desk (Agent)



About the Role: Below are some of the responsibilities of Support Engineer:


  • Inbound Phone Handling:
  • Answer inbound phone calls
  • Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
  • Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
  • Guide customers on self-service enablement
  • Advise customers on SR/ASR/Incident priority validating business justification
  • Upgrade/downgrade ticket priority for incidents aligned with business justification
  • Support customer queries on lead time
  • Support customers in finding the right stakeholders to connect with
  • Guide customers how to schedule an expert consultation


  • First Level Resolution and Dispatching:
  • Monitor inbound e-mails and manually create cases where automated case creation fails
  • Answer customer queries on the Roles and Responsibilities Excel
  • Monitor unassigned cases and service request tickets
  • Dispatch cases to regional CoEs and assign cases and service request tickets to processors


  • Support the shift coordinators and global head with operational activities
  • Ramp up quickly on the technical and functional domains
  • Identify, analyze, and resolve customer issues, independently
  • Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
  • Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
  • Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
  • Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation


Required Skills:


  • Ability and willingness to learn fast and quickly adopt to change
  • Ability to consume, digest, and analysis from multiple systems of record
  • Ability to quickly analyze complex situations and find potential solutions/ next steps
  • Experience with guided troubleshooting
  • People-orchestration and coordination skills (pulling in the right experts at the right time, navigating the back-end support org)


Qualifications: Bachelor's Degree


Overall Experience: 2+ years customer support / technical support experience


Shift Timings: 24x7