Support Analyst - Customer Care

Job Description

Support Analyst - Customer Care

Opole, Opolskie

Job Summary

JD - Product Support Specialist

Role and responsibilities

As a Product Support Specialist, you will be responsible for autonomously handling customer technical queries, end-to-end order management, maintenance and collaborating with different department. As an individual contributor, you will be working for French speaking customers.

Main responsibilities

• Support customer calls/emails and other interactions in French & English.
• Managing Order efficiently for faster fulfillment.
• Answering customers queries (technical and non-technical) related to order or general enquiries over the phone call
• Managing mailbox efficiently to ensure response to customers within SLA.
• Providing support to Department/Team's Leader in ensuring operational efficiency.
• Building partnerships with process owners within and external to the European Customer & Sales Support Department so that business initiatives are aligned, solutions are optimized and implementation achieves desired outcomes.
• Preparing and delivering reports, recommendations or alternatives for improving processes.
• Providing regular updates of progress to process owners/Customers to ensure an ongoing partnership.
• Keeping up to date standard operating procedures documentation for CSS operations.
• Adheres to and follows Client policies and procedures and applies function related SOX requirements and use tools such as Agile and Oracle.

Our requirements

• French + English language fluency
• Bachelors degree
• Experience in Customer Service/ Product Support
• Demonstrates excellent judgment and decision making skills
• Strong verbal communication and listening skills
• Demonstrated time management and priority setting skills
• Ability to simultaneously handle multiple priorities
• Proactively approaches responsibilities

Good to have

• Customer Focus
• Actively implements process improvements at transversal level
• Written and oral outstanding professional command of German Language
• Basic computer knowledge with usual programs (Word, Excel, etc) and experience of ERP systems (Oracle preferred)

Key Responsibilities

• Support customer calls/emails and other interactions in French & English.
• Managing Order efficiently for faster fulfillment.
• Answering customers queries (technical and non-technical) related to order or general enquiries over the phone call
• Managing mailbox efficiently to ensure response to customers within SLA.
• Providing support to Department/Team's Leader in ensuring operational efficiency.
• Building partnerships with process owners within and external to the European Customer & Sales Support Department so that business initiatives are aligned, solutions are optimized and implementation achieves desired outcomes.
• Preparing and delivering reports, recommendations or alternatives for improving processes.
• Providing regular updates of progress to process owners/Customers to ensure an ongoing partnership.
• Keeping up to date standard operating procedures documentation for CSS operations.
• Adheres to and follows Client policies and procedures and applies function related SOX requirements and use tools such as Agile and Oracle.

Skill Requirements

• Experience in Customer Service/ Product Support
• Demonstrates excellent judgment and decision making skills
• Strong verbal communication and listening skills
• Demonstrated time management and priority setting skills
• Ability to simultaneously handle multiple priorities
• Proactively approaches responsibilities

Other Requirements

Apply now

Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 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 as of 12 months ending September 2026 totaled $14.8 billion.