Customer Support Executive

HCL Technologies Limited; NTR, Nagpur District, Lucknow; On-site; INR 300,000 - 420,000; Full time

Job summary

HCL Technologies Limited is seeking a customer support professional to provide technical assistance across phone, email, chat, and remote channels. You will log and resolve tickets using ServiceNow, Remedy, Salesforce, or Zendesk, and diagnose issues related to Windows, Microsoft 365, hardware, and network connectivity.

The role emphasizes maintaining CSAT and FCR, escalating complex problems as needed, and documenting steps for knowledge sharing.

Qualifications

• Provided exceptional customer and technical support across channels (phone, email, chat, remote).
• Logged, tracked, prioritized, and updated tickets using ITSM/CRM tools such as ServiceNow, Remedy, Salesforce, or Zendesk.
• Diagnosed and troubleshot issues related to hardware, software, Windows OS, and network connectivity.
• Performed password resets, account unlocks, user provisioning, and Active Directory administration.

Responsibilities

• Handled inbound and outbound calls while maintaining high CSAT and First Call Resolution (FCR) metrics.
• Escalated complex issues to appropriate teams and ensured timely resolution.
• Maintained accurate documentation of customer interactions and troubleshooting steps.
• Collaborated with cross-functional teams to improve service delivery and customer experience.
• Demonstrated strong communication and multitasking skills while meeting performance KPIs.

Skills

Customer support

Technical troubleshooting

Communication skills

Problem solving

Ticketing & SLAs

CSAT & FCR

Tools

ServiceNow

Remedy

Salesforce

Zendesk

ITSM

Job description

• Provided exceptional customer and technical support through phone, email, chat, and remote assistance channels.
• Managed and resolved customer inquiries, incidents, and service requests within defined SLA timelines.
• Logged, tracked, prioritized, and updated tickets using ITSM/CRM tools such as ServiceNow, Remedy, Salesforce, or Zendesk.
• Diagnosed and troubleshot issues related to hardware, software, Microsoft 365, Windows OS, network connectivity, and user access.
• Performed password resets, account unlocks, user provisioning, and Active Directory administration activities.
• Handled inbound and outbound calls while maintaining high Customer Satisfaction (CSAT) and First Call Resolution (FCR) metrics.
• Escalated complex technical and customer issues to appropriate support teams and ensured timely resolution.
• Maintained accurate documentation of customer interactions, troubleshooting steps, and resolution details.
• Collaborated with cross-functional teams to improve service delivery, operational efficiency, and customer experience.
• Demonstrated strong communication, problem-solving, multitasking, and customer relationship management skills while meeting performance KPIs.