Customer Success Champions - Brasov

• Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing ︁︀​︂︃︃​︈︃​︀up resources & session re-initiation)
• Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered
• Make PSO agents aware of the self-help (Info Manager) solutions available
• Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2)
• Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes.

• Act as an internal point of contact for PSO to help identify and resolve technical issues faced
• CS champions are the ‘boots on the ground’ onsite with the PSOs to ensure instant support and faster escalations to L2 teams. Will be required to work in shifts to provide effective support to PSO
• Have general knowledge of tools, systems and platforms used by agents at PSO
• Act as the bridge between PSO and L2 teams to ensure faster issue identification and resolution
• Help educate the PSO on self help steps to be taken based on information available to try resolve the issue faster
• Ensure issues raised to for resolution have the required information and artifacts for the L2 teams to be able to troubleshoot and resolve the issue
• Share Daily/weekly progress report with PSO on status of issues raised with number of issues resolved and details of the resolution
• Once issue resolution is confirmed by L2 teams, confirm efficacy of the resolution onsite with PSO, close the ticket after updating the RCA and resolution witnessed, confirm closure with Field Ops Team
• Provide inputs for developing decision tree on common issues faced by PSO, self-help steps to be taken by PSO, information to be included in AYS (At Your Service) trouble ticket
• The management of emails, phone calls to be done professionally and timely
• Understand and comprehend Enterprise releases and translate to call centre level of understanding
• Coordinate with other CS (L1) champions across centers & locations to understand the issue type reported, fixes required across locations and best practices replication

• Excellent English communication skills by email and phone and experience in interacting with Mid and Sr Mgmnt roles in client organization
• Ability to work collaboratively with different teams and lead in a fast-changing and flexible environment
• Will be required to work in shifts
• Min 3-4 yrs experience in working in a Telecom process is a must
• Good understanding of the different tools and systems involved in a Telecom Contact Centre environment Eg. IVR, Soft Phones, Cloud, recording tool, CRM, Chat and Email support platforms, differentiate between Dev & related services
• Prior experience of working in an Individual Contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates
• Experience in creating process documents, SOPs, etc using relevant tools
• Prior working knowledge of G Sheets, G Slides, Gmail and Slack
• Experience of working with tools like Live Engage, Cisco Jabber, Citrix
• Understanding of BI (Tableau & PowerBI) that will help creating reporting

• 25 vacation days;
• Meal tickets;
• Medical subscription;
• Life insurance;
• Multinational colleagues & projects;

We bring together the best of technology and our people to supercharge progress.

HCLTech is a global technology company, home to 227,481+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Our purpose is to bring together the best of technology and our people to supercharge progress. We’re supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

Part of the HCL group, HCLTech was listed on the stock exchanges in India at the turn of the millennium in December 1999. Since our inception, we have pioneered several industry mainstays and established leadership positions in all our chosen segments.

As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

We recognize the impact that a business like ours can deliver in elevating communities globally, and we continue to improve our efforts and take decisive actions that benefit the communities in which we work and live. Through the HCL Foundation, the CSR arm of HCLTech, we have invested more than $130 million in social development efforts serving communities throughout India across education, health, water, sanitation and hygiene, skill development and livelihoods, environment, and disaster risk reduction, response and management.

We’re powered by our people – a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Consolidated revenues as of 12 months ending March 2024 totaled $13.3 billion.

We have been named a Global Top Employer for 2024 and certified as a Top Employer in 26 countries by the Top Employers Institute across three regions, Asia Pacific, North America and Europe, for consistency in people practices across the globe. These accolades demonstrate our commitment to fostering a work environment with an innovative and a progressive work culture. To learn how we can supercharge progress for you, visit hcltech.com

Why Join Us

In 1976, there were only 250 computers in India. It was then that Shiv Nadar, the founder of HCL, led a team of eight young people who passionately believed in the power of information technology. From that vision, grew a global enterprise that redefined the Indian IT industry.

Today, HCLTech (which spun off as a separate unit in 1991) is one of the leading IT service providers worldwide, with a revenue of $12.8 billion. But while we may be a globally recognized leader in the tech and IT industry, we’ve never forgotten the start-up mindset that got us here.

We’ve always approached our work with an idea-first attitude because every one of our accomplishments—no matter how big or small—can be traced back to an idea’s single spark.

It’s that spark—that inner drive—that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process.

At HCLTech, you’ll supercharge your potential. You’ll find your career. And you’ll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

We offer: - career opportunities on your terms - enriching job experiences - an employment that you can trust in - a diverse, international culture that values your whole self

We have been named as Global Top Employer for 2023 and certified as a Top Employer in 25 countries across three regions by the Top Employers Institute for consistency in people practices across the globe.

We have been recognized as a top employer in Australia, Brazil, Bulgaria, Canada, Costa Rica, Finland, France, Germany, Guatemala, India, Italy, Japan, Malaysia, Mexico, Netherlands, New Zealand, Philippines, Poland, Portugal, Romania, Singapore, South Africa, Sweden, United Kingdom and the United States. Of these 25 countries, we are ranked number one in 18 countries.

HCLTech has also received top honors in the key 3 geographies of its operations - Top Employer Europe 2023, Top Employer Asia Pacific 2023 and Top Employer North America 2023.