Technical Support Advisor

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 AdvisorJob ID: 174372Position Type: Full-timeLocation: El Paso, TX (Remote)Role/ResponsibilitiesSupport customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customerListen to customer and use your technical expertise, creativity and intellectual curiosity to meet their needsProvide 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 rightDevelop detailed knowledge about specific product lines and featuresActively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experienceClose teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizationsAptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challengesQualifications & Experience Minimum Requirements 1 - 2 years’ experience in a customer support role working with computer hardware/software troubleshooting or high-volume contact center (20+ calls per day)-or-Experience supporting customers via phone, e-mail, chat, and/or in personPassionate transformer for customer service and ownership of the customer experience including issue resolutionAble to self-manage and work independently in a fast-paced, continuously changing environmentEffective time management including ability to multi-task, organize and prioritizeAble to research and grasp technical information across multiple applications while talking with customersAbility to document technical customer issues into notes that are consumable by other usersCollaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basisProven success in a fast-paced support environmentAbility to deal with adversity while still delivering to expectationsIntellectually curious and gravitates towards tools and resources that enrich youAvailable to attend required training on a fixed schedule during first shift hoursExperience in the healthcare industry is preferredCertification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certificationsBasic knowledge of SQL (advanced scripting, database back-up & restores)Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS supportFamiliarity with remote desktop applications and help desk software Pay and Benefits Pay Range Minimum: $14.00 per hourPay Range Maximum: $16.00 per hourHCLTech 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 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 yearHow You’ll GrowAt 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.