Service Desk Specialist – Hybrid, SLA-Driven

HCL Technologies Limited; Lisboa; Hybrid; EUR 14,000 - 21,000; Full time

Benefits offered by this job

Permanent contract

Private health and life insurance from

Hybrid Work Model

Meal allowance on card/voucher

Job summary

HCL Technologies Limited in Lisbon seeks a customer service professional to provide information and troubleshoot issues per SLAs. You will interact with customers by phone, email or chat, capture issues, raise tickets, and coordinate with cross-functional teams.

The role involves dispatching and order parts, SAP-based Install Base management, and contributing to process improvements while meeting quality standards.

Qualifications

• Graduate in any stream is required or equivalent.
• Experience in customer service or technical voice support is preferred.
• Experience with SAP or similar CRM applications is desirable.

Responsibilities

• Interact with customers via phone, email or chat to capture issues and raise tickets in CRM and assign to appropriate teams.
• Monitor open notifications and dispatch engineers or order parts as needed.
• Manage Install Base data in SAP and collaborate with stakeholders to correct records.
• Aim for quality scores and SLA adherence while seeking process improvements.
• Work effectively in a team and motivate others to achieve common goals.

Skills

Teamwork

Situational awareness

Critical thinking

Attention to detail

Proactive

Analytical skills

Time management

Education

Graduate in any stream

Tools

SAP

CRM software

Job description

HCL Technologies Limited in Lisbon seeks a customer service professional to provide information and troubleshoot issues per SLAs. You will interact with customers by phone, email or chat, capture issues, raise tickets, and coordinate with cross-functional teams.

The role involves dispatching and order parts, SAP-based Install Base management, and contributing to process improvements while meeting quality standards.