What Jobs are available for Hcltech in Delhi?

Responsibilities

• Troubleshoot and repair various types of printers, including laser and inkjet models, ensuring all devices operate at peak performance.
• Perform routine maintenance and preventive care on printers to extend their lifespan and enhance reliability.
• Provide technical support to customers via phone, email, or on-site visits, diagnosing issues and providing effective solutions.
• Document service requests and resolutions in our tracking system to maintain accurate records of repairs and customer interactions.
• Collaborate with team members to improve service processes and enhance customer satisfaction.
• Stay updated on the latest printing technologies and product developments to provide informed support to customers.

Required and Preferred Qualifications

Required:

• Experience in printer maintenance and repair.
• Strong understanding of printer technology, including common issues and troubleshooting techniques.
• Ability to work independently and manage time effectively in a remote environment.

Preferred:

• Certification in printer repair or related technical fields.
• Experience with networked printers and basic IT troubleshooting.
• Familiarity with various printer brands and models

Technical Skills and Relevant Technologies

• Proficiency in diagnosing mechanical and electronic issues with printers.
• Experience with software installation and configuration related to printing devices.
• Working knowledge of network configurations and how they relate to printer functionality.

• Lead, manage, and mentor a team of remote technical support specialists, fostering a positive and high-performing work environment.
• Oversee daily operations of the support team, ensuring efficient ticket handling and prompt resolution of customer issues.
• Serve as the primary escalation point for complex technical problems and customer complaints.
• Develop and implement training programs to enhance the technical skills and product knowledge of the support team.
• Monitor team performance metrics, analyze trends, and implement strategies for continuous improvement.
• Create and maintain comprehensive documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Collaborate with other departments, such as Product Development and Engineering, to address recurring issues and improve product functionality.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Onboard and train new support team members effectively.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify opportunities for process optimization and automation within the support workflow.
• Champion customer advocacy within the organization, relaying customer feedback to relevant teams.
• Stay updated on product releases, new features, and industry best practices in technical support.
• Manage support escalations and ensure timely and effective resolution.
• Maintain a deep understanding of our products and services to effectively guide the team.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 4-6 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
• Proven leadership and mentoring abilities.
• Strong technical aptitude and ability to quickly learn new technologies.
• Excellent problem-solving and troubleshooting skills.
• Exceptional verbal and written communication skills in English.
• Proficiency with helpdesk software, ticketing systems (e.g., Zendesk, ServiceNow), and CRM tools.
• Ability to manage multiple priorities and delegate tasks effectively in a remote setting.
• Experience in developing and delivering training programs.
• A strong commitment to customer satisfaction and service excellence.
• Demonstrated ability to work independently and as part of a remote team.
• Experience working in a remote-first environment is highly preferred.

• Lead, mentor, and manage a remote technical support team.
• Oversee the resolution of customer technical issues via phone, email, and chat.
• Manage ticket queues and ensure timely response and resolution times.
• Develop and maintain a comprehensive knowledge base and support documentation.
• Train and onboard new technical support representatives.
• Monitor team performance metrics and provide regular feedback.
• Escalate complex technical issues to appropriate internal teams.
• Identify trends in customer issues and provide feedback for product improvement.
• Implement and enforce best practices in customer service and technical support.
• Ensure high levels of customer satisfaction through effective problem resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Strong understanding of operating systems, networking, and common software applications.
• Proven experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to lead and motivate a remote team effectively.
• Experience in developing support documentation and knowledge base articles.
• Proficiency in remote collaboration tools.

Experience: 2 Month - 1 Years

Budget : 25k

Notice Period: Immediate joiner

Job Mode: Rotational Shift

Job Duties:

1. Handling Calls: Managing a high volume of inbound and outbound calls via IVR (Interactive Voice Response) in a timely and professional manner.

2. Communication: Communicating with customers through various channels, including email, Calls and WhatsApp.

3. Customer Service: Identifying customer needs, addressing complaints, and offering suitable solutions.

4. Escalating Issues: Escalating unresolved issues to appropriate management or departments for further action.

5. Follow-up: Conducting follow-up with customers to ensure issues are resolved to their satisfaction.

6. Customer Records: Maintaining accurate customer information in the company's Customer Relationship Management (CRM) system.

7. Reporting: Completing call logs and generating relevant reports for management

Job Description: Technical Support Executive

Location: New Delhi

Job Duties:

1. Handling Calls: Managing a high volume of inbound and outbound calls via IVR (Interactive Voice Response) in a timely and professional manner.

2. Communication: Communicating with customers through various channels, including email, Calls and WhatsApp.

3. Customer Service: Identifying customer needs, addressing complaints, and offering suitable solutions.

4. Escalating Issues : Escalating unresolved issues to appropriate management or departments for further action.

5. Follow-up : Conducting follow-up with customers to ensure issues are resolved to their satisfaction.

6. Customer Records: Maintaining accurate customer information in the company's Customer Relationship Management (CRM) system.

7. Reporting: Completing call logs and generating relevant reports for management

• Provide expert-level technical support to customers via phone, email, and chat, resolving complex hardware and software issues.
• Act as an escalation point for junior support engineers, offering guidance and mentorship.
• Diagnose, troubleshoot, and document technical problems and their resolutions.
• Collaborate with engineering and product development teams to identify and resolve product bugs and improve functionality.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Conduct remote troubleshooting sessions and guide customers through complex technical procedures.
• Analyze support trends to identify areas for product improvement and proactive customer education.
• Manage customer escalations effectively, ensuring timely resolution and customer satisfaction.
• Participate in the training of new support staff and contribute to continuous improvement initiatives.
• Contribute to service level agreement (SLA) targets and customer satisfaction metrics.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
• In-depth knowledge of operating systems, networking protocols, and common software applications.
• Proven ability to diagnose and resolve complex technical issues for enterprise-level clients.
• Strong understanding of customer support best practices and metrics.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.

• Provide advanced technical support and troubleshooting for complex IT issues.
• Diagnose and resolve hardware, software, and network problems.
• Escalate unresolved issues to appropriate engineering or development teams.
• Document solutions, create knowledge base articles, and update FAQs.
• Mentor and train junior technical support staff.
• Identify recurring issues and recommend product or process improvements.
• Manage support queues and ensure timely resolution of customer tickets.
• Communicate technical information clearly to both technical and non-technical users.
• Contribute to the development and implementation of new support strategies.
• Monitor support performance metrics and identify areas for improvement.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4-6 years of experience in technical support or IT helpdesk roles.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and hardware.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional customer service and communication skills.
• Ability to work effectively in a hybrid work environment.
• Experience in mentoring or team leadership is a plus.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are desirable.
• Ability to work independently and as part of a team.