Customer Service Representative

Interested candidates or referrals can share their resumes at: shine.albert@hcltech.com

About the Company

HCLTech is looking for customer-focused professionals with a strong interest in Customer Support and Networking to join our team. This role combines customer interaction, technical troubleshooting, and network-related issue resolution in a fast-paced global support environment.

About the Role

This role combines customer interaction, technical troubleshooting, and network-related issue resolution in a fast-paced global support environment.

Responsibilities

• Handle customer inquiries and support requests via Phone, Email, and Chat.
• Provide first-level technical support and troubleshoot connectivity issues.
• Diagnose and resolve network-related incidents using standard troubleshooting procedures.
• Monitor, log, and manage support tickets while maintaining accurate documentation.
• Investigate internet connectivity, Wi-Fi, VPN, and network performance issues.
• Follow up with customers to ensure timely resolution and customer satisfaction.
• Escalate complex technical and networking issues to higher support teams when required.
• Collaborate with internal teams and stakeholders for issue resolution.
• Adhere to SLA targets and maintain high-quality customer support standards.

Qualifications

• Excellent verbal and written communication skills.
• Basic to intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN, Routing & Switching).
• CCNA certification or knowledge preferred.
• Understanding of internet technologies and network troubleshooting.
• Experience in customer support, technical support, or service desk environments.
• Familiarity with ticketing tools and incident management processes.
• Proficiency in Microsoft Office 365 (Outlook, Word, Excel).
• Strong analytical, problem-solving, and customer-handling skills.
• Ability to work in a 24x7 support environment.

Preferred Skills

• Technical Support / Service Desk / Help Desk experience.
• Exposure to international voice, email, or chat support.
• Experience in ISP, Telecom, Networking, or IT Infrastructure support.
• Knowledge of network monitoring and troubleshooting tools.

Experience: 1 to 3 Years

Equal Opportunity Statement

HCLTech is committed to diversity and inclusivity.