Hardware Technical Customer Support Swedish Speaker- Hybrid
Há 3 dias
.Hardware Technical Customer Support Swedish Speaker- Hybrid m Lisbon, Portugal (hybrid) / Full-Time ____________________________________________________________________________________ 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 We are looking for a Remote Technical Customer Support to provide first and second level support to Client's customers and technicians with related incidents for Production printers and Digital Front End.
Advice and assist users solving problems related to software, hardware, and configuration, using the defined channels of service (telephony system, chats, video chat, etc.).
Uses knowledge database tools and experience to provide technical support.
Is responsible for following up on open assigned cases by 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.
The role also needs to register all the steps and interactions in the designated systems.
Main departmental relationships: Operations Team, Support Engineers Junior and Intermediate, QA, Client's SMS, etc.
Client's Technicians, Field Engineers, and Business Partners engineers Client/Vendor relationships: External and internal stakeholders, Client's Customers, Client's Technicians, Field Engineers, and Business Partners engineers Customer Service, Customer Satisfaction & Retention
- Receive direct client contacts (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 customers and understand their technical issues, 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.
Provide technical support to clients and technicians of Client's production devices, including additional Digital Front End, software, hardware, operating systems (Windows, Mac OS, Linux), IT and network environment, using phone, email, chat or video chat for all supported applications or products.
Technical Support
- Responsible for research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner
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