Technical Support Dutch 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. We focus on 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 clients' customers and technicians with incidents related to Production printers and Digital Front End. Responsibilities include:
Provide technical support for software, hardware, and configuration issues via defined service channels (telephony system, chats, video chat, etc.).
Follow up on open assigned cases, performing troubleshooting steps and researching solutions to resolve problems in a timely manner.
Investigate root causes of problems and improve knowledge databases.
Document all interactions and steps taken in designated systems.
Customer Service, Satisfaction & Retention
Receive direct client contacts (via phone, chat, web portal, email) and provide remote assistance to solve issues directly when possible.
Understand customer technical issues and provide timely and efficient solutions.
Aim for first call resolution and high customer satisfaction.
Technical Support
Research, diagnose, troubleshoot, and resolve customer issues accurately and promptly.
Utilize available tools and knowledge bases to resolve client-reported problems.
Provide troubleshooting directions for the field engineering team.
Communication & Contact between Units
Report to the Team Leader and provide support for escalated issues.
Redirect calls to field engineering support when necessary.
Escalate issues through the required problem resolution process as needed.
Qualifications & Experience
Degree in Computer Science, 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).
Minimum 6 months working with 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 Level Fluency)
English (B2 Independent User Level)
Why Us
Permanent contract
Private health and life insurance from day one
Working hours: Monday to Friday, day shifts
Hybrid work model: 2 days in the office and 3 days at home
Meal allowance on card/voucher
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 any other protected classification.
Candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice
Job Type: Full-time
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