Global technology services giant HCLTech is conducting an active hiring drive for the role of Customer Service Representative (Technical & Networking Support) at its Chennai facility. This on-site, full-time position is tailored for professionals with 1 to 3 years of experience in technical support, service desk, or network troubleshooting environments.
The role blends front-line customer interaction with technical issue resolution, focusing on internet connectivity, VPN, Wi-Fi, and fundamental networking protocols in a 24×7 global delivery model.
Job Drive Overview
Attribute
Details
Hiring Organization
HCLTech
Official Job Title
Customer Service Representative (Technical Support)
Work Mode
On-site
Job Location
Chennai, Tamil Nadu, India
Employment Type
Full-Time, Permanent
Shift Pattern
24×7 Rotational Shift Environment
Experience Requirement
1 to 3 Years
Primary Domain
Technical Support / Service Desk / Networking
Recruiter Contact
Shine Albert (shine.albert@hcltech.com)
Key Responsibilities & Operational Scope
As a Customer Service Representative at HCLTech, your core technical and support duties include:
Omnichannel Support: Manage inbound customer inquiries and incident requests across Phone, Email, and Chat channels.
Network Troubleshooting: Provide first-level (L1) technical support for internet connectivity, Wi-Fi, VPN access, and network performance issues.
Incident Management: Log, monitor, and update support tickets within ticketing tools while maintaining proper SLA compliance and documentation.
Technical Escalation: Diagnose networking incidents using standard procedures (TCP/IP, DNS, DHCP) and escalate complex tier-2/3 issues to specialized engineering teams.
Customer Satisfaction: Follow up with global end-users to ensure complete issue resolution, high satisfaction, and adherence to quality benchmarks.
Eligibility Criteria & Technical Profile
HCLTech evaluates applicants based on technical domain knowledge, troubleshooting capability, and communication skills:
Required Technical Skills & Competencies
Networking Concepts: Foundational to intermediate knowledge of TCP/IP, DNS, DHCP, VPN, Routing, and Switching.
Certifications:CCNA certification or equivalent networking coursework is highly preferred.
Tool Proficiency: Experience with incident management/ticketing systems and Microsoft Office 365 tools (Outlook, Word, Excel).
Communication: Strong verbal and written English communication skills for international client interaction.
Experience Profile
Work Experience:1 to 3 years in Technical Support, Service Desk, Help Desk, or ISP/Telecom infrastructure support.
Preferred Exposure: International voice, email, or chat support experience in networking or IT infrastructure domains.
Shift Flexibility: Readiness to work in a continuous 24×7 rotational shift environment.
How to Apply
Update your CV to highlight relevant experience in L1 Technical Support, Networking, CCNA concepts, or Service Desk operations.
Send your updated resume directly to Shine Albert (Talent Acquisition Advisor) at shine.albert@hcltech.com.
Mention “Application for Customer Service Representative – Networking Support – Chennai” in the email subject line.
