Service Desk Agent Italian Speaker

HCLTech
US - Lisbon
May 2, 2025

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard

Interacting with customers on phone, email or chat to resolve their queries
Improving skill level through Self-development or nominating training programs Skill Reverification Tests
Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement
The individual should be able to work effectively in a team whilst enthusing others to do the same for achievement of common goals of the team
To consistently meet or exceed all agreed Productivity parameters as defined for the process

Qualifications & Experience

Minimum Requirements

Graduate in any stream

Required Work Experience

Minimum of 1 years' experience in Customer Service or Technical as Voice Support
Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times
Experience working and managing communications, with multiple cross-functional teams/stakeholders.
Having worked on SAP or similar CRM application

Required Language Thresholds:

Italian: (C2: Level)
English: (B2-Level)

Key Skills

Team oriented/team player
Situational/contextual awareness with the ability to understand the impacts of one's work.
Excellent critical and analytical thinking abilities
High attention to detail, and high level of professionalism
Proactive, self-motivated, self-starter, minimal supervision
Excellent analytical skills and strong decision-making skills committed to resolution and compliance
Strong organizational, time and workflow management skills

Why Us

Permanent contract
Competitive salary
Private health and life insurance from day one in the company
Working hours: Monday to Sunday, rotating shift
Meal allowance on card/voucher

Equality & Opportunity for All

As a company with employees representing 161 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Privacy Notice: ***/candidate-privacy-notice

Read the full job description and apply online on the recuiter's web-site

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