Tech Support Advisor

• Associate degree or technical certification in Computer Science, Business, or related field/technologies. \n

• -or- \n

• Minimum of 2 years’ experience in a customer support role working with computer hardware/software troubleshooting or high-volume contact center (20+ calls per day) \n

• Experience in the healthcare industry is preferred \n

• Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications \n

• Basic knowledge of SQL (advanced scripting, database back-up & restores) \n

• Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support \n

• Familiarity with remote desktop applications and help desk software

• Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer \n

• Listen to customer and use your technical expertise, creativity and intellectual curiosity to meet their needs \n

• Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs) \n

• Be a voice and advocate for our customers when something doesn’t feel right \n

• Develop detailed knowledge about specific product lines and features \n

• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience \n

• Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations \n

• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges \n

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\n, 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 year

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How You’ll Grow

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At 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.