We are HCLTech, one of the fastest-growing large tech companies in the world and home to 227,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place.Your Role & ResponsibilitiesReporting to the Team leader, the Remote Technical Customer Support Specialist will provide support to customers, field engineers and business partners engineers for escalated issues. There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction. Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customer skills.Responsibilities:Receive direct client contacts (e.g., via phone, video chat, web portal, email or any tool prescribed by the client), triage, and provide remote client assistance to solve the issue directly if possibleTalk to client and understand client problem, through any means of technology providedUse all available tools, Knowledge bases or any other resource available to resolve client-reported problemsRedirect calls to field engineering support if a field support visit is requiredEscalate to next level of problem resolution process through the required tool/resource as required by processProvide part prediction and/or working/troubleshooting directions for the field engineering teamQualifications & ExperienceMinimum RequirementsFluency in English and ItalianAt least 6 months working in supporting electro-mechanical devicesSkill and competency at providing professional phone support.Experienced at troubleshooting known/unknown technical queriesDesired QualificationsYou have experience implementing certain strategiesYou have strong analytical skills and an aptitude for decision-makingYou show resilience when faced with challengesYou believe in continuous learning and growthYou possess a strong work ethicYou're able to connect with new and existing team members quicklyYou enjoy collaborating with colleagues across the globeYou enjoy learning new skills and applying themYou are passionate about innovationYou want to make an impactBenefits:1066 RON monthly budget in Benefit Online Platform (possibility of choosing flexible benefits like mealtickets, medical coverage for employees and dependents at Regina Maria, private pension, sportsubscription, etc.)25 vacation days/year.Life Insurance cover.Eyeglasses cost reimbursement: 1500 RON to be claimed every 3 yearsChildbirth allowance of 7000 RON after 1 year in HCLTech.In the first 8 weeks, the company will pay the difference of up to 100% for the parental leave granted topregnant employees.Unfortunate events allowance of 7000 RON for first degree relative granted from day 1 in HCLTech.Internal trainings and certifications.HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s).https://www.hcltech.com/candidate-privacy-notice Show more Show less