Job ID · 15597
Customer Support Executive · Bengaluru
HCL · HCL TECHNOLOGIES LIMITED
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Job highlights
Designation Offered
Customer Support Executive
Job Role
Customer Service Agent
Department
Not Available
Job Type
Fulltime
Salary
16.00Lacs
Experience
6–10 years
Job Location
Bengaluru
Education
Bachelors/Undergraduate Degree
Posted by
HCL TECHNOLOGIES LIMITED
Posted On
11 Feb 2026
Valid until
12 May 2026
Skillset required
Empathy and Understanding CustomerMulti-TaskingClear CommunicationActive ListeningSalesCRMEscalation HandlingTroubleshooting
Job Description for Customer Support Executive
A role-focused description with responsibilities, expectations, and qualifications for this opening.
Customer Service Agent
Inbound Phone Handling:
- Answer inbound customer calls and provide updates on SR/ASR/Incident progress.
- Add comments in tickets for faster processing aligned with customer requests.
- Guide customers on creating service requests, ASRs, and incidents appropriately.
- Support customers with self-service enablement.
- Validate and adjust ticket priorities based on business justification.
- Provide support on lead time and stakeholder connections.
- Guide customers on scheduling expert consultations.
First-Level Resolution & Dispatching:
- Monitor inbound emails and manually create cases when automation fails.
- Dispatch unassigned cases to regional CoEs and processors.
- Support shift coordinators and global heads with operational tasks.
- Resolve customer issues independently and proactively prevent SLA breaches.
- Collaborate with leaders in documentation, reporting, and delivery.
- Contribute to a culture of learning, innovation, and teamwork.
Required Skills
- Strong willingness to learn and adapt quickly.
- Analytical ability to handle multiple systems of record.
- Quick problem-solving and guided troubleshooting skills.
- Strong coordination and stakeholder management abilities.