Empresa:

HCLTech

Descrição da Função

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries. We supercharge progress through industry-leading capabilities centered around Digital, Engineering, Cloud, and AI. Our diverse, creative, and passionate people are the driving force behind our work, consistently raising the bar for excellence. We strive to help our employees find their spark and become the best version of themselves.

Your Role & Responsibilities

The Escalated Software Support (ESS) Representative provides second level support to Xerox clients with related incidents for Office printers and Digital Front End. Advice and assist users solving problems related to software and configuration, using the defined channels of service (telephony system, chats, video chat). Uses knowledge database tools and his experience to provide technical support. He is responsible for following up on open assigned cases with the customer performing troubleshooting steps, asking probing questions and research to find different solutions to solve the problem in a timely manner. Representative needs to investigate the root cause of the problem and is expected to improve the knowledge databases.

Main departmental relationships:

Operations Team, Level I (A3, A4 printers), Quality Analysts, Xerox Subject Matter Experts (SMEs), etc. Xerox Technicians, Field Engineers and Business Partners engineers, Analyst, Deep Dive Department

Client/vendor relationships:

Internal and external stakeholder contact.

Customer Satisfaction & Retention

• Receive direct client requests (via phone, 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 clients and understand their problems, through any means of technology provided

• Focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.

• Provide technical support to customers of Xerox Office and mid production devices, including additional Digital Front End, software, and operating systems (Windows, MacOS, Linux), IT and network environment, using phone, email, chat or video chat for all supported applications or products.

Technical Support

• Respond to customer and first level requests providing support and troubleshoots to solve printer's common problems and ensure that they are resolved quickly, accurately, and professionally.

• Escalate issues to the next level of support as necessary.

• Support the configuration of new devices, modify existing configuration to support customer's needs, providing the best solution possible, using the available tools in the customer's environment.

• 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 clientreported problems.

• Provide part prediction and/or working/troubleshooting directions for the field engineering team • Effectively troubleshoot, replicate and follow workarounds using internal systems and Knowledge databases.

• Document and maintain appropriate records of all client interactions, steps, resolution of the problem, etc. through defined computer systems to keep a detailed log of instructions and technical information shared with the customer.

• Resolve common printer/device issues remotely. Uses Knowledge Management database, knowledge, and experience to locate solutions to issues and uses data and logic to quickly find solutions to difficult challenges or complex issues.

• Investigate and achieve problem resolution within assigned timelines.

• Help customer to troubleshoot, identify problems and suggest workarounds on the customer network, related to Xerox Devices. Communication & Contact between Units

• Provide support to customers, field engineers and business partners engineers and Analyst for escalated issues.

• Redirect calls to field engineering or analyst 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 Escalation team, engineering groups and in country technical support staff is the norm. ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.

• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

• Participate in business meetings and general inputs in day-to-day improvements.

• Share knowledge and best practices with peers.

• Follow up, investigate, and achieve problem resolution within assigned timelines.

• Looks for new process updates/changes proactively.

Qualifications & Experience

• Degree in Computer Science or bachelor's degree in information technology, undergoing mechanical engineering or Electronics.
• Preferably Certified in ITIL Foundation, CompTIA, Cisco CCNA, Microsoft Servers and active directory, Linux or Mac OS devices.
• Required Language Thresholds:
• German (C2: Native-Level Fluency)
• English (B2: Independent User Level)

Why Us

• Permanent contract

• Private health and life insurance from day one in the company

• Working hours: Monday to Friday, day shifts

• Hybrid, 2 days in the office and 3 days at home

• Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

Candidate privacy notice:

Observações

Lisboa (Portugal)