Senior Technical Support Specialist with German

HCLTech is a global technology company, home to more than 226,000+ 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. Consolidated revenues of US $14.5B for 12 months ending December 2025.The Senior Support Specialist is involved in production work and quality assurance processes performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. The person is a source of knowledge, technique, or expertise. Responsible for maintaining a deep understanding of the Client‘s technical and business environment and has a supportive role in knowledge management, client communication, training and quality assurance processes. The nature of the position involves active participation in multiple work-groups and various projects.

Responsibilities

Maintain technical proficiency in all hardware and applications utilized by clients supportedParticipate in all company organized training eventsContribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channelOrganize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.Assist the Team lead and the SME in the mentoring of other team members. Participate in knowledge transfer sessions with client representatives.Create, review, update and maintain knowledge documentation.Participate in client-facing communication - trainings, process updates, knowledge - documentation review sessions.Participate in project implementationsPerform case documentation Quality Checks as directed by Team Leads, SME and Group Operations ManagerParticipate in Quality Assurance and Quality Check calibration sessionsDeliver remediation for negative Quality Assurance and Quality Check ratingsInvestigate issues and complaints and provide root cause analyses and resolutions to managementDeliver training and refresher (ad-hoc) training to team members whenever needed.Provide comprehensive support services, to support center customers within the Service Level Agreements;Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence;Use all available Knowledge Management Tools during the call;Take all necessary steps to ensure customer satisfaction.Create and submit detailedcase logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components;Confirm and update customer profile information as needed. Act as first point of escalation for the Analyst-Help Desk and be knowledgeable on client specific work flow.Promptly notify management of any potentially “dissatisfied” customers;Follow all documented escalation procedures, including issues requiring 3rd party intervention.Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers.Liaise as necessary inter-departmentally to seek resolutions to all issues reported.Confer with the management to identify trending problems in customer service work with client hardware and software applications and works to develop solutions to open issues.

Requirements

High school degree is a mustUniversity degree (Bachelor and/or Master) is an advantage.At least 12 months of experience on an Technical Support position or a similar one.Adhere strictly to shift schedule. Timeliness is a key requirement.Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7.Very good written and spoken command German language on C1 or above level as per the Common European Framework of Reference for Languages.Very good written and spoken command of English is considered and advantage.Profound Job knowledgeQuality of work: Quality orientation; Attention to detail; Result orientation.Productivity: Time management; Personal productivity; Following processes and procedures according to the work standardsExcellent communication – verbal and written.Decision makingProblem solving skills.Customer focus: Relationship building; Customer service orientation.Stress managementTeamwork and ethics.Attendance and punctuality.Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows , Linux and other Operating Systems.What we offer:Food vouchers and social benefits packageOpportunity for career progressionYoung and vibrant team environmentCompetitive salaryProfessional on-boarding and on-going trainingsAre you willing to build up your career with us? – We’ll be happy to receive your resume in English!*Your personal data is secure with us.** Only candidates selected for interview will be contactedHCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s).Candidate Data Privacy Notice | HCLTech