Tech Support Pro & Customer Advocate

HCLTech; El Paso (TX); On-site; USD 19,000 - 22,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision

401(k) retirement plan

Paid time off

Job summary

HCLTech is seeking a Tech Support Advisor to assist customers with troubleshooting across a wide range of products. You will listen, apply technical knowledge, and deliver effective support via web, phone, and tickets while collaborating with Field Service, Operations, Sales and Service Supply Chain teams.

The role emphasizes learning, curiosity, and a proactive approach to solving customer issues and improving experiences. Pay is hourly with benefits and equal opportunity employment.

Qualifications

• Associate degree or technical certification in Computer Science, Business, or related field/technologies.
• Minimum of 2 years’ experience in a customer support role working with computer hardware/software troubleshooting or high-volume contact center.
• Healthcare industry experience preferred.
• Certifications such as Microsoft MCSA, ITIL Foundation, HDI Technical Support Professional or similar.
• Basic knowledge of SQL (advanced scripting, database back-up & restores).
• Basic understanding of computer systems, hardware, software, networking troubleshooting and SaaS support.
• Familiarity with remote desktop applications and help desk software.

Responsibilities

• Support customers through troubleshooting support inquiries across a broad spectrum of products.
• Listen to customers and use technical expertise to meet their needs.
• Provide multi-channel support including web requests, phone, and service tickets.
• Be a voice and advocate for customers when something doesn’t feel right.
• Develop knowledge about product lines and features.
• Suggest innovative solutions focused on customer experience.
• Collaborate with Field Service, Operations, Sales and Service Supply Chain teams.

Education

Associate degree or technical certification in Computer Science, Business, or related field/technologies.

Tools

SQL

Remote desktop

Job description

HCLTech is seeking a Tech Support Advisor to assist customers with troubleshooting across a wide range of products. You will listen, apply technical knowledge, and deliver effective support via web, phone, and tickets while collaborating with Field Service, Operations, Sales and Service Supply Chain teams.

The role emphasizes learning, curiosity, and a proactive approach to solving customer issues and improving experiences. Pay is hourly with benefits and equal opportunity employment.