Analyst (Support & Operations)

HCL Technologies Limited; El Paso (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCL Technologies Limited is seeking a Healthcare Specialist to provide premier customer service, process orders, explain products, and handle complaints with courtesy and clarity. The role involves multichannel communication, meticulous record-keeping, and contributing to overall customer satisfaction and loyalty.

The position emphasizes responsive support, documentation of interactions, and collaboration with internal teams to resolve issues while maintaining quality standards.

Qualifications

• Experience handling customer inquiries, orders and complaints across multiple channels.
• Strong communication skills and ability to explain products clearly.
• Ability to manage time and multitask in a fast-paced environment.

Responsibilities

• Confer with customers via phone, email, live chat or social media to provide information or process requests.
• Resolve questions and concerns effectively by listening and communicating clearly.
• Assist with order processing, invoicing, refunds, and account setup as needed.
• Maintain records of customer interactions and transactions and follow up as required.
• Build relationships with clients by delivering prompt, accurate service to foster loyalty.
• Document adverse events and quality complaints and assess validity.

Skills

Customer service

Communication

Problem solving

Time management

Job description

TheHealthcare Specialistwill be responsible for providing premier customer service on inquiries, processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and concise manner.

Key Responsibilities

Essential Duties and Responsibilities include the all or majority of the following below. Other duties may be assigned.

• Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, cancel accounts or obtain details of complaints over the phone, by email, live chat, social media or other method of communication.
• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
• Assists with product or service related tasks and activities, which may include order processing, invoicing, researching accounts, order history, handling returns, client program policies and opening new accounts.
• Keeps records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken.
• Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty for the client.
• Documents Adverse Events and Quality Complaints.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.