Hardware Support Italian Speaker
Location: Lisbon, Portugal (hybrid) / Full-Time
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
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. You will advise and assist users in solving problems related to software, hardware, and configuration using defined service channels (telephony system, chats, video chat, etc.). You will utilize knowledge database tools and your experience to provide technical support, follow up on open assigned cases, perform troubleshooting steps, and improve the knowledge databases.
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 issues directly if possible.
Understand customers' technical issues through various means of technology.
Focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.
Technical Support
Research, diagnose, troubleshoot, and resolve customer issues accurately and timely.
Utilize all available tools and knowledge bases to resolve client-reported problems.
Provide part prediction and/or troubleshooting directions for the field engineering team.
Effectively troubleshoot, replicate, and follow workarounds using internal systems and knowledge databases.
Respond to customer requests providing support and troubleshooting to solve printer problems, ensuring they are resolved quickly and professionally.
Support the configuration of new devices and modify existing configurations to meet customer needs.
Document and maintain appropriate records of all client interactions and resolutions through defined computer systems.
Communication & Contact between Units
Report to the Team Leader and provide support to customers, field engineers, and business partners for escalated issues.
Redirect calls to field engineering support if a field support visit is required.
Escalate issues through the required tools/resources as necessary.
ADHOC Responsibilities
Attend the establishment (laboratory) upon request.
Participate in special projects outside regular responsibilities when requested.
Provide accurate, timely, and professional reports to management.
Share knowledge and best practices with peers.
Follow up, investigate, and achieve problem resolution within assigned timelines.
Qualifications & Experience
Degree in Computer Science or a bachelor's degree in Information Technology, Mechanical Engineering, or Electronics.
2 years of experience providing IT, mechanical, and/or electronics support in an Enterprise environment (Field and/or remote support), with printing devices as 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:
Italian (C2 Level Fluency)
English (B2 Independent User Level)
Why Us
Permanent contract
Private health and life insurance from day one in the company
Working hours: Monday to Friday, day shifts
Hybrid: 2 days in the office and 3 days at home
Meal allowance on card/voucher
Career progression opportunities
Equality & Opportunity for All
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: https://www.hcltech.com/candidate-privacy-notice
Job Type: Full-time
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