Technical Support Specialist with German 24/7

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 Technical Support Specialist is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.

Responsibilities

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.Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.Maintain technical proficiency in all hardware and software, utilized by the clients.Uninstall, reinstall software applications.Verify proper hardware and software set up.Resolve username and password problems.Assist with navigation around application menus.Troubleshoot email, VPN, and other issues.Collaborate with colleagues and other resources in support of complex issues.Use all available Knowledge Management Tools during the call.Take all necessary steps to ensure customer satisfaction.Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components.Confirm and update customer profile information as needed.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.Prepare ad-hoc and regular reporting upon Client request or upon Helpdesk Management request.Knowledge updateMaintain technical proficiency in all hardware and applications utilized by clients supported.Participate in all company organized training events.Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel.Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.Perform back-office assignments (closeout work, system administration etc.)Perform special projects as assigned by management.Participate in client events, as appropriate (resource on site, client training, etc.)Requirements:High school degree is a must.University degree (Bachelor and/or Master) is an advantage.Microsoft Certified Professional certification is considered a plus.Call center, computer support, or customer service experience preferred.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.Following processes and procedures according to the work standards.Excellent Customer service.Stress management.Adaptability towards fast pace working environment.Ethics and Team work.Time Management and PrioritizationExcellent verbal and written communication skillsPersonal productivityTechnical 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