Customer Service Representative

Interested candidates or referrals can share their resumes at: About the Company HCLTech is looking for customer-focused professionals with a strong interest in Customer Support and Networking to join our team. This role combines customer interaction, technical troubleshooting, and network-related issue resolution in a fast-paced global support environment. About the Role This role combines customer interaction, technical troubleshooting, and network-related issue resolution in a fast-paced global support environment. Responsibilities Handle customer inquiries and support requests via Phone, Email, and Chat. Provide first-level technical support and troubleshoot connectivity issues. Diagnose and resolve network-related incidents using standard troubleshooting procedures. Monitor, log, and manage support tickets while maintaining accurate documentation. Investigate internet connectivity, Wi-Fi, VPN, and network performance issues. Follow up with customers to ensure timely resolution and customer satisfaction. Escalate complex technical and networking issues to higher support teams when required. Collaborate with internal teams and stakeholders for issue resolution. Adhere to SLA targets and maintain high-quality customer support standards. Qualifications Excellent verbal and written communication skills. Basic to intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN, Routing & Switching). CCNA certification or knowledge preferred. Understanding of internet technologies and network troubleshooting. Experience in customer support, technical support, or service desk environments. Familiarity with ticketing tools and incident management processes. Proficiency in Microsoft Office 365 (Outlook, Word, Excel). Strong analytical, problem-solving, and customer-handling skills. Ability to work in a 24x7 support environment. Preferred Skills Technical Support / Service Desk / Help Desk experience. Exposure to international voice, email, or chat support. Experience in ISP, Telecom, Networking, or IT Infrastructure support. Knowledge of network monitoring and troubleshooting tools. Experience : 1 to 3 Years Equal Opportunity Statement HCLTech is committed to diversity and inclusivity.