Technical Support Associate

Hiring: Customer Support / Technical Support Associate (Tier 1) PAC

Location: Chennai; Sholinganallur

Experience: 13 Years.

Interested candidates or referrals apply now or share resumes at shine.albert@hcltech.com

Senior Process Associate-Voice Job Details | HCLTech

Job Overview

We are looking for dynamic and customer-focused professionals to join our Passenger Assistance Center (PAC) team as a Tier 1 Support Associate. This role involves handling passenger inquiries and troubleshooting connectivity and content-related issues while delivering an exceptional customer experience.

Key Responsibilities:

• Respond to passenger inquiries and complaints via Phone, Email, and Web channels
• Provide Tier 1 technical support for aircraft content and connectivity-related issues
• Log and manage tickets in the ticketing system, ensuring accurate documentation
• Resolve issues using knowledge base articles and defined procedures

Handle queries related to:

• Refund guidelines
• General passenger queries
• Payment platforms (First Data, PayPal, Apple Pay, Alipay)
• Reporting tools and dashboards (PACWISP, connectivity reports)
• Monitor and follow up on tickets to ensure timely resolution and closure
• Communicate updates effectively with internal and external stakeholders
• Escalate complex/systemic issues to L2/L3 support teams when required
• Participate in training sessions and continuously enhance product/process knowledge

Required Skills & Qualifications:

• Excellent communication skills (verbal & written) with ability to handle international clients
• Basic to intermediate networking knowledge (CCNA/CCNP preferred)
• Familiarity with Internet technologies and troubleshooting methods
• Experience with ticketing tools (preferred)
• Proficiency in Microsoft Office 365 (Word, Excel including formulas, Outlook)
• Strong problem-solving and analytical skills
• Ability to work in a high-pressure, SLA-driven environment
• Well-organized, detail-oriented, and capable of working independently

Preferred Background:

• Prior experience in technical support, service desk, or customer support roles
• Exposure to voice/email/chat support for international customers
• Candidates from ISP/telecom/support environments are a plus

Why Join Us?

• Opportunity to work in a fast-paced global support environment
• Exposure to cutting-edge connectivity and digital platforms
• Career growth in technical support and networking domains
• Continuous learning and development opportunities