HCLTech is recruiting for Customer Service Agents to join their specialized digital support division in Chennai. This on-site position is an international Chat Support process focused on resolving early-stage (L0/L1) technical, product, and software queries for global end-users.
This is a fantastic opportunity for professionals with a foundational background in customer service to transition into a premium tech-support workflow.
Job Overview
Category
Details
Company
HCLTech
Role
Customer Service Agent (Process Associate – Chat)
Experience
1 – 3 Years of Experience
Location
Chennai, Tamil Nadu (On-site)
Employment Type
Full-time, Permanent
Domain
Digital Imaging, Software, & Content Applications
Key Responsibilities
First-Line Support Execution:
L0/L1 Troubleshooting: Serve as the initial point of contact for global customers handling basic queries related to photo printing software, content layout applications, and general product navigation.
Omnichannel Chat Management: Monitor, acknowledge, and resolve real-time incoming service requests systematically through the chat terminal.
Escalation Pathing: Accurately diagnose technical bottlenecks and seamlessly route unresolved, complex issues to the L2 engineering or advanced technical support teams.
Data Quality & Compliance:
CRM Logging: Meticulously update customer records, modify account details as requested, and log case summaries in the CRM network.
Metric Adherence: Maintain compliance with strict communication scripts, corporate service policies, resolution turn-around times (TAT), and quality benchmarks.
Required Candidate Profile
Experience: 1 to 3 years of prior background in a customer care or technical helpdesk role (Chat process experience is highly valued).
Linguistic Excellence: High proficiency in written English with superb comprehension, context switching, and syntax building.
Technical Aptitude: Ability to quickly understand software architecture interfaces, cloud print tools, and product specs.
Problem Solving: Ability to remain empathetic and solutions-driven while handling simultaneous chat queues.
How to Apply
This position is actively being reviewed by the HCLTech Talent Acquisition Group. Candidates can submit their applications via the official job board portals or the main corporate site.
Hiring Team Contact: Kashish Sadh (Recruiter at HCLTech).
Application Tip: Since the hiring manager has a professional background in resume writing, ensure your resume highlights explicit achievements in chat metrics (like CSAT, FCR, and concurrency rates) before reaching out.
Looking to upgrade your career with a global IT leader? HCLTech is hiring Customer Service Agents for an International Chat Support Process in Chennai!
