Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Responsibilities/ Tasks

Customer Service, Customer Satisfaction & Retention:

• Receive direct client contacts (via phone, chat, web portal, email, etc.), triage, and provide remote client assistance to solve issues directly if possible.
• Understand customers' technical issues through various means of technology.
• Focus on solving issues in a timely and efficient manner, resulting in first call resolution and high customer satisfaction.
• Provide technical support for clients' production devices, including Digital Front End, software, hardware, operating systems (Windows, MacOS, Linux), IT and network environment.

Technical Support:

• Research, diagnose, troubleshoot, and resolve customer issues accurately and timely.
• Use available tools, knowledge bases, and other resources to resolve client-reported problems.
• Provide part prediction and troubleshooting directions for the field engineering team.
• Respond to customer and first level requests, providing support and troubleshooting to solve printer problems.
• Support the configuration of new devices and modify existing configurations to support customer needs.
• Document and maintain records of all client interactions, steps, and resolutions.

Communication & Contact between Units:

• Report to the Team Leader and provide support to customers, field engineers, and business partners engineers for escalated issues.
• Redirect calls to field engineering support if a field support visit is required.
• Escalate issues to the next level of problem resolution process as required.

ADHOC:

• Attend the establishment (laboratory) upon request.
• Provide best effort and cooperative spirit on special projects outside regular responsibilities.
• Provide accurate, timely, and professional reports to management.
• Share knowledge and best practices with peers.
• Follow up, investigate, and achieve problem resolution within assigned timelines.
• Look for new process updates/changes proactively.

Education/certification

• Degree: In Computer Science, Information Technology, Mechanical Engineering, or Electronics.
• Certifications: Preferably certified in LSS Green Belt, ITIL Foundation, CompTIA, Cisco CCNA, Microsoft Servers and Active Directory, Linux, or Mac OS devices.

Key Skills Required

• Technical Support Experience: 2 years of experience providing IT, mechanical, and/or electronics support in an Enterprise environment (Field and/or remote support). Experience with printing devices is a plus.
• Electro-Mechanical Support: Minimum 6 months of experience supporting electro-mechanical devices.
• Language Proficiency: Portuguese (C2: Native-Level Fluency).English (B2: Independent User Level).
• Technical Skills: Intermediate level working knowledge of the Microsoft Office Suite.
• Customer Service: Strong focus on solving issues in a timely and efficient manner, resulting in high customer satisfaction.
• Technical Support: Ability to research, diagnose, troubleshoot, and resolve customer issues accurately and timely.
• Communication Skills: Excellent written and verbal communication skills.
• Documentation: Ability to document and maintain records of all client interactions, steps, and resolutions.
• Team Collaboration: Ability to work closely with internal teams and customers to ensure project timelines and objectives are met.
• Adaptability: Willingness to work non-standard business hours if required by projects.