Hardware Technical Customer Support Dutch Speaker- Hybrid

Hardware Technical Customer Support Dutch Speaker- Hybrid

Lisbon, Portugal (hybrid) / Full-Time

____________________________________________________________________________________

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries. We supercharge progress through industry-leading capabilities centered around Digital, Engineering, Cloud, and AI. Our diverse, creative, and passionate people are the driving force behind our work, consistently raising the bar for excellence. We strive to help our employees find their spark and become the best version of themselves.

Your Role & Responsibilities

We are looking for a Remote Technical Customer Support to provide first and second level support to Client’s customers and technicians with related incidents for Production printers and Digital Front End. Advice and assist users solving problems related to software, hardware, and configuration, using the defined channels of service (telephony system, chats, video chat, etc.). Uses knowledge database tools and experience to provide technical support. Is responsible for following up on open assigned cases by performing troubleshooting steps, asking probing questions and research to find different solutions to solve the problem in a timely manner. Representative needs to investigate the root cause of the problem and is expected to improve the knowledge databases. The role also needs to register all the steps and interactions in the designated systems.

Main departmental relationships : Operations Team, Support Engineers Junior and Intermediate, QA, Client’s SMS, etc. Client’s Technicians, Field Engineers, and Business Partners engineers

Client / Vendor relationships : External and internal stakeholders, Client’s Customers, Client’s Technicians, Field Engineers, and Business Partners engineers

Customer Service, Customer Satisfaction & Retention

• Receive direct client contacts (via phone, chat, web portal, email, or any tool prescribed by the client), triage, and provide remote client assistance to solve the issue directly if possible
• Talk to customers and understand their technical issues, through any means of technology provided
• Strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.

Provide technical support to clients and technicians of Client’s production devices, including additional Digital Front End, software, hardware, operating systems (Windows, MacOS, Linux), IT and network environment, using phone, email, chat or video chat for all supported applications or products.

Technical Support

Effectively troubleshoot, replicate, and follow workarounds using internal systems and Knowledge databases.

Resolve common printer / device issues remotely. Uses Knowledge Management database, knowledge, and experience to locate solutions to issues and uses data and logic to quickly find solutions to difficult challenges or complex issues.

Communication & Contact between Units

Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm

ADHOC

Looks for new process updates / changes proactively.

Qualifications & Experience

Degree in Computer Science or bachelor’s degree in information technology, undergoing mechanical engineering or Electronics.

2 years of experience providing IT, mechanicals and / or electronics support in an Enterprise environment (Field and / or remote support) (Printing devices is a plus)

Minimum 6 months working in supporting electro-mechanical devices.

Preferably Certified in (LSS Green Belt, ITIL Foundation, CompTIA, Cisco CCNA, Microsoft Servers and active directory, Linux or Mac OS devices.

Intermediate level working knowledge of the Microsoft Office Suite.

Required Language Thresholds :

Dutch (C2 : Native-Level Fluency)

English (B2 : Independent User Level)

Why Us

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law.

Candidate privacy notice :