Technical Support Specialist for US Shift
2 days ago
We are seeking a skilled Technical Support Specialist to join our team at HCLTech in Noida Sector 60. The ideal candidate will have experience in technical support or customer service and be proficient with call-tracking tools like ServiceNow and Five9.
About the RoleAs a Technical Support Specialist, you will be responsible for providing first-level technical support for connectivity software and hardware products. You will troubleshoot complex issues remotely, handle escalations, and maintain accurate records in ServiceNow while ensuring customer satisfaction and adherence to service level agreements (SLAs).
This role requires strong analytical, problem-solving, and communication skills. You will diagnose and resolve connectivity issues with hardware, software, and peripherals, and adhere to security policies. Additionally, you will maintain ticket ownership until resolution or escalation, provide exemplary customer service, and monitor and meet performance goals.
Key Responsibilities- Diagnose and resolve connectivity issues with hardware, software, and peripherals.
- Adhere to security policies and escalate unresolved issues to senior analysts or functional support groups.
- Maintain ticket ownership until resolution or escalation.
- Provide exemplary customer service, ensuring clarity and understanding for non-technical users.
- Monitor and meet performance goals, including KPIs and SLAs.
To be successful in this role, you will need:
- 1–3 years of experience in technical support or customer service.
- Proficiency with call-tracking tools like ServiceNow and Five9.
- Strong analytical, problem-solving, and communication skills.
- Knowledge of PC operating systems, networking, and peripheral devices.
- Familiarity with MS Office Suite, browsers, and connectivity software.
You will be supporting a range of products, including Quanum eLabs: Hardware, peripherals, AutoReceive, broadband connectivity, and application support. Quanum eLabs for PSC includes IDAA, appointment scheduler, Intelliquest, and VPN connectivity. Additionally, you will be supporting CPU Interface, Teleprinter Support, LIS Systems Support, and Query Tool.
Estimated Salary RangeThe estimated salary for this role is ₹800,000 - ₹1,200,000 per annum, depending on experience and qualifications.
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