About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Roles & Responsibilities
* Troubleshoot and resolve simple/medium/complex Ad Serving issues on Chat and provide accurate resolutions
* Ability to handle multiple customers and their queries simultaneously and achieve customer satisfaction
* Ensure required productivity goals set are met and exceeded
* Ensure all individual metric goals set are met (ex CSAT, TRT(Total Resolution Time))..etc
* Ensure that all requests from the clients are addressed and prioritized in timely manner to reach the SLA’s
* Escalating the issues in a timely manner and work at a fast pace
* Investigate and follow-up appropriately, or make judgments and escalate when necessary
* Should have the ability to grasp new concepts quickly
Skillset
* Chat support
* Technical Customer support
* Knowledge of HTML, JAVA, CSS, Web page behaviour, Digital Ads behaviour
Communication
* Excellent written and speaking skills (Proficient in Spanish, Portuguese & English)
* Good spontaneous chat etiquettes
* Customer Service
* Should display skills such as empathy, ownership, sincerity when dealing with Customer requirements
* Provide meaningful conversations via soft skills
* Ability to work with individuals, companies and large clients
Good to have
* Previous experience in tech-support or tools/applications development domains will be an advantage
* Preferred experience in ad serving platforms (DFA, Sizmek, Ad Tech, Adobe, Zedo, Omniture, etc)
* Experience in Digital Marketing and Campaign Management is an advantage but not a must have
* Interact with clients to execute campaigns, help in campaign performance inquiries, reporting, forecasting etc.
* Should be willing to work in Night Shifts