Job description:

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

Support Lead

Job Summary
The Support Lead plays a vital role in enhancing customer satisfaction through effective troubleshooting and resolution of complex issues. This position focuses on executing continuous improvement initiatives, conducting root cause analyses, and providing technical guidance to team members. The Support Lead ensures that the support team operates efficiently, driving initiatives that lead to better performance and reduced defect rates.

• Key Responsibilities
  1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Advanced Diagnostic Tools To Ensure Timely Resolution And Minimize Customer Impact.
  2. Conduct Hands-On Root Cause Analysis For Critical Issues, Utilizing Data Analysis And Performance Metrics To Identify Underlying Problems And Recommend Actionable Solutions.
  3. Implement Preventive Measures To Address Identified Issues, Leveraging Best Practices To Reduce Future Defects And Improve Overall Product Reliability.
  4. Provide Technical Assistance And Mentorship To Team Members In Resolving Customer Issues, Sharing Expertise In Product Features And Support Methodologies To Enhance Team Capabilities.
  5. Execute Continuous Improvement Activities By Analyzing Team Performance Metrics, Identifying Areas For Enhancement, And Leading Initiatives That Improve Support Processes And Customer Satisfaction.Skill Requirements
  1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Levels.
  2. Proficiency In Troubleshooting Techniques And Diagnostic Tools Relevant To Product Support.
  3. In-Depth Knowledge Of Root Cause Analysis Methodologies And Preventive Measures.
  4. Excellent Communication Skills For Effective Collaboration With Team Members And Customers.
  5. Familiarity With Performance Metrics And Continuous Improvement Frameworks.Certification
  1. Itil Foundation Certification (Optional But Valuable).
  2. Relevant Product Support Or Technical Support Certifications (Optional But Valuable).