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.