As a Technical Support Agent with HCL Technologies, you will perform a support role for the Portuguese-speaking customers on helpdesk queries, equipment configuration, back up maintenance, software installing / de-installing.
Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.
Daily Activities :
Provide hardware / software / network problem diagnosis / resolution via telephone for customers’ end users
Route problems to internal support group
Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
Administer and provide User Access in various systems
Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
Soft Skills :
Excellent communication and conversation skills (both verbal and written)
Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
Ability to acquire new information quickly and the willingness to do so at all times
Willingness to embrace the 24 / 7 work environment
Technical Requirements :
Understanding of the IT environment and readiness to learn new processes and technologies
Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
ITIL knowledge would be an asset
Language Requirements :
Portuguese at least B2
English at least B2
We offer :
Clear career path in a growing multinational organization
At HCL, we don’t just accept the differences we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness.
We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.