Description Remote Technical Support - Finnish HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age.With a worldwide network of R&D, innovation labs and delivery centers and 'Ideapreneurs' working in 50 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon. Job DescriptionThe representative provides second level support with related incidents for office printers and Digital Front End.Advice and assist users solving problems related to software, hardware, networking, and configuration, using the defined channels of service (telephony system, chats, video chat).Uses knowledge database tools and experience to provide technical support.Is responsible to follow 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.The 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. ResponsibilitiesCustomer Satisfaction & RetentionReceive 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 TSRs (Technical Support Representatives) and understand problems, 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 office devices, including additional Digital Front End, software, hardware, and operating systems (Windows, MacOS, Linux), IT and network environment, using phone, email, chat or video chat for all supported applications or products. Technical SupportResponsible for research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems.Provide part prediction and/or working/troubleshooting directions for the field engineering team.Effectively troubleshoots, replicates, and follows workarounds using internal systems and knowledge databases.Responds to customer and first level requests providing support and troubleshoots to solve printer's problems and ensures that they are resolved quickly, accurately, and professionally.Escalates issues to the next level of support as necessary.Support the configuration of new devices, modify existing configuration to support customer's needs, providing the best solution possible, using the available tools in the customer's environment.Documents and maintains appropriate records of all client interactions, steps, resolution of the problem, etc.through defined computer systems to keep a detailed log of instructions and technical information shared with the customer.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.Requirements Qualifications and RequirementsMust be currently based in PortugalFinnish language: C1 or more level of fluencyEnglish language: B2 or more level of fluencyBachelor's degree or HigherPrevious experience providing technical support over the phone (Minimum 6 months)ITIL Foundation Certification (Preferred)Cisco CCNA (Preferred) Offer Benefits and PerksPermanent ContractHybrid Work ModelBusiness hours (Monday to Friday)Well-rounded Health and Life Insurance Packages
