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 - Product Support (L1-L2-L3)

Job Summary
The Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement initiatives and providing expert technical assistance. This position is responsible for leading efforts in troubleshooting complex issues, conducting root cause analyses, and implementing preventive measures to enhance the overall support process. The Support Lead will also play a pivotal role in mentoring team members, ensuring high-quality service delivery and operational excellence.

• Key Responsibilities
  1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Support Methodologies, Ensuring Timely And Effective Solutions For Customer Issues.
  2. Conduct Hands-On Root Cause Analysis For Critical Faults, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.
  3. Implement Preventive Measures And Best Practices To Minimize Future Defects And Enhance System Reliability And Performance.
  4. Provide Technical Guidance And Assistance To Team Members In Resolving Customer Issues, Fostering A Collaborative Environment For Knowledge Sharing.
  5. Execute Continuous Improvement Activities By Analyzing Support Processes, Identifying Areas For Enhancement, And Implementing Strategies To Improve Team Performance And Customer Satisfaction.Skill Requirements
  1. Strong Understanding Of Product Support Processes And Methodologies.
  2. Proficient In Troubleshooting And Resolving Technical Issues Across Various Product Lines.
  3. Solid Analytical Skills For Conducting Root Cause Analysis And Identifying Improvement Opportunities.
  4. Excellent Communication And Interpersonal Skills For Effective Collaboration With Team Members And Customers.
  5. Familiarity With Support Ticketing Systems And Customer Relationship Management Tools.Certification
  1. Itil Foundation Certification Is Optional But Valuable For This Role.
  2. Certifications In Relevant Product Support Technologies Are Also Recommended.