Jobbeschreibung:

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SrAnalyst-English,SPANISH-SPAIN,Windows

Job Summary
As a Sr Analyst in the Support & Operations work area, you will play a crucial role in delivering exceptional Level 1 remote desktop support for Spanish-speaking customers. Your expertise in troubleshooting and resolving technical issues will directly impact customer satisfaction and operational efficiency. By adhering to quality standards and service level agreements, you will ensure a seamless experience for our clients while contributing to the continuous improvement of our support processes.

• Key Responsibilities
  1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Timely Resolution Within Agreed Slas.
  2. Adhere To Quality Standards For Voice And Accent, Ensuring Clear Communication In Spanish While Meeting Regulatory Requirements And Company Policies.
  3. Enhance Customer Experience By Achieving First Call Resolution Targets, Maintaining Low Average Handling Times, And Minimizing Rejected Resolutions And Reopened Cases.
  4. Maintain High Availability And Login Efficiency To Support Customers Effectively During Operational Hours.
  5. Document Work Logs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists, Routing Problems To 2Nd And 3Rd Level It Support As Necessary.
  6. Engage In Value-Added Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Proficiency.
  
  Skill Requirements
  1. Proficient In Spanish (Spain) And English With Strong Communication Skills.
  2. Solid Understanding Of Windows Operating Systems And Remote Support Tools.
  3. Familiarity With Troubleshooting Hardware, Software, And Network Issues.
  4. Basic Knowledge Of Customer Service Best Practices And Quality Standards.
  
  Certification
  1. Certifications In Itil Foundation Or Relevant Technical Support Certifications Are Optional But Valuable.
  2. Additional Language Certifications Or Customer Service Training Are Also Beneficial.