As a Senior Technical Support Agent with HCL Technologies, you will perform a support role for the Hebrew-speaking customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing.
Your main aim will be to provide answers to the clients by identifying problems, researching answers, and guiding client through corrective steps.
Daily Activities:
• Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users
• Route problems to internal support group
• Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
• Administer and provide User Access in various systems
• Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
Soft Skills:
• Excellent communication and conversation skills (both verbal and written)
• Fluent Hebrew and English (min C1), any other European language nice to have
• Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
• Ability to acquire new information quickly and the willingness to do so at all times
• Willingness to embrace the 24/7 work environment
Technical Requirements:
• Understanding of the IT environment and readiness to learn new processes and technologies
• Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
• ITIL knowledge would be an asset
Years of Experience:
• 1 year of previous IT experience (Customer Service & Technical Support)
We offer:
• Life insurance
• Private healthcare
• MultiSport Card
• Clear career path in a growing multinational organization
