Tech Support Specialist: Customer-First Troubleshooter

HCL Technologies Limited

El Paso (TX)

On-site

USD 19,000 - 22,000

Full time

2 days ago

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Job summary

HCLTech is seeking a Tech Support Advisor in the United States to assist customers with troubleshooting across a broad range of products. You will listen, apply your technical expertise, and support through web requests, phone, and service tickets, acting as a voice for customers.

The role requires an associate degree or technical certification and at least 2 years in customer support, preferably with healthcare industry exposure. Certifications such as MCSA, ITIL, or HDI are a plus.

Qualifications

Associate degree or technical certificate in CS, Business, or related tech field.
Minimum 2 years in customer support with hardware/software troubleshooting or high-volume calls.
Certifications: MCSA, ITIL Foundation, HDI Technical Support or similar.

Responsibilities

Troubleshoot inquiries across a broad spectrum of products.
Listen to customers and apply technical knowledge, creativity and curiosity to meet their needs.
Provide multi-channel support (web requests, phone, tickets).
Be a voice and advocate for customers when issues arise.
Develop knowledge about product lines and features.
Suggest innovative solutions focused on customer experience.
Close teamwork with Field Service, Operations, Sales and Service Supply Chain.
Eager to learn and take on new challenges in troubleshooting.