Technical Support Advisor

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

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.

Skills

Customer support

Troubleshooting

Communication skills

Technical curiosity

Cross-functional collaboration

SQL basics

Remote desktop

Education

Associate degree or technical certificate

Tools

Remote Desktop

Help desk software

Job description

HCLTech is looking for a highly talented and self- motivated Tech Support Advisor to join it in advancing the technological world through innovation and creativity.

Job Title: Tech Support Advisor

Job ID: 174372

Position Type: Full-time

Role/Responsibilities

• Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
• Listen to customer and use your technical expertise, creativity and intellectual curiosity to meet their needs
• Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
• Be a voice and advocate for our customers when something doesn’t feel right
• Develop detailed knowledge about specific product lines and features
• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
• Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Qualifications & Experience

• Associate degree or technical certification in Computer Science, Business, or related field/technologies.
• -or-
• Minimum of 2 years’ experience in a customer support role working with computer hardware/software troubleshooting or high-volume contact center (20+ calls per day)
• Experience in the healthcare industry is preferred
• Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
• Basic knowledge of SQL (advanced scripting, database back-up & restores)
• Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
• Familiarity with remote desktop applications and help desk software

Pay and Benefits

Pay Range Minimum: $14.00 per hour

Pay Range Maximum: $16.00 per hour

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

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

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.