Hardware Technical Customer Support German Speaker - Hybrid
www.hcltech.com
Lisbon, Portugal (hybrid) / Full-Time
We are HCLTech, one of the fastest-growing large tech companies in the world, with 220,000 employees across 60 countries. We focus on Digital, Engineering, Cloud, and AI to drive progress. Our diverse, creative, and passionate team is committed to excellence and helping employees reach their potential.
Your Role & Responsibilities
We seek a Remote Technical Customer Support specialist to provide first and second-level support for Client's customers and technicians regarding incidents with Production printers and Digital Front End. Responsibilities include troubleshooting software, hardware, and configuration issues via various channels (phone, chat, video). The role involves maintaining detailed records, investigating root causes, and improving knowledge databases.
Main relationships include the Operations Team, Support Engineers, QA, Client's SMS, Technicians, Field Engineers, and Business Partners.
Key Tasks
1. Handle direct client contacts via phone, chat, web portal, or email, providing remote assistance and resolving issues when possible.
2. Understand customer issues through various communication tools and resolve them efficiently to ensure high customer satisfaction.
3. Support Client's production devices, including Digital Front End, software, hardware, operating systems (Windows, MacOS, Linux), and network environments.
4. Diagnose, troubleshoot, and resolve customer problems promptly, using all available resources.
5. Provide troubleshooting directions and parts predictions for field engineering teams.
6. Document all interactions and resolutions accurately in designated systems.
7. Support device configuration and modifications to meet customer needs.
8. Escalate unresolved issues appropriately and coordinate with support teams.
9. Maintain detailed logs of all support activities and follow up on unresolved issues.
Qualifications & Experience
- Degree in Computer Science, IT, Mechanical Engineering, or Electronics.
- At least 2 years supporting IT, mechanical, or electronic enterprise environments, preferably with printing devices.
- Minimum 6 months experience supporting electro-mechanical devices.
- Certifications such as LSS Green Belt, ITIL, CompTIA, Cisco CCNA, Microsoft, Linux, or Mac OS are preferred.
- Intermediate proficiency in Microsoft Office Suite.
- Language requirements: German (C2 - Native) and English (B2 - Independent).
Why Join Us
- Permanent contract with private health and life insurance from day one.
- Work schedule: Monday to Friday, day shifts.
- Hybrid work model: 2 days in-office, 3 days remote.
- Meal allowance provided.
Equality & Opportunity
We are proud to be an equal opportunity employer, embracing diversity across 165 nationalities. We are committed to fair employment practices regardless of race, religion, sex, age, or other protected categories. Candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice
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