HCL Technology is hiring for a Customer Success Champion , Please apply today:
Responsible for identifying on the ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction.
Purpose:
Responsible for smooth running of the Project as per the plan laid down for the PSO
Scope - Job Specific:

• Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation)
• Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered
• Make PSO agents aware of the self-help (Info Manager) solutions available
• Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2)
• Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes

Level Guide Statements - General:
Main Responsibilities:
Act as an internal point of contact for PSO to help identify and resolve technical issues faced
CS champions are the ‘boots on the ground’ onsite with the PSOs to ensure instant support and faster escalations to L2 teams. Will be required to work in shifts (including US hours) to provide effective support to PSO
Have general knowledge of tools, systems and platforms used by agents at PSO
Act as the bridge between PSO and L2 teams to ensure faster issue identification and resolution
Help educate the PSO on self help steps to be taken based on information available to try resolve the issue faster
Ensure issues raised to for resolution have the required information and artifacts for the L2 teams to be able to troubleshoot and resolve the issue
Share Daily/weekly progress report with PSO on status of issues raised with number of issues resolved and details of the resolution
Once issue resolution is confirmed by L2 teams, confirm efficacy of the resolution onsite with PSO, close the ticket after updating the RCA and resolution witnessed, confirm closure with Field Ops Team
Provide inputs for developing decision tree on common issues faced by PSO, self-help steps to be taken by PSO, information to be included in AYS (At Your Service) trouble ticket
Ensure effective communication between PSO and technical teams, wrt to releases, maintenance activities, etc
Participate in team meetings and general inputs in day-to-day improvements
The management of emails, phone calls to be done professionally and timely
Maintain strong working relationships with internal teams
Understand and comprehend Enterprise releases and translate to call centre level of understanding
Coordinate with other CS (L1) champions across centers & locations to understand the issue type reported, fixes required across locations and best practices replication
Education Requirements:
Min/Preferred
Education Level
Additional Details
Minimum
Bachelor’s degree in any discipline
Preferred
Masters
Professional Certifications:
Min/Preferred
none
Candidate Background: Skills, Knowledge and Abilities:
Min/Preferred
Skills, Knowledge and Abilities
Minimum
Excellent English communication skills by email and phone and experience in interacting with Mid and Sr Mgmnt roles in client organization
Minimum
Ability to work collaboratively with different teams and lead in a fast-changing and flexible environment
Minimum
Will be required to work in shifts (mostly US)
Minimum
Min 3-4 yrs experience in working in a Telecom process (preferably US) is a must
Minimum
Good understanding of the different tools and systems involved in a Telecom Contact Centre environment Eg. IVR, Soft Phones, Cloud, recording tool, CRM, Chat and Email support platforms, differentiate between Dev & related services
Minimum
Prior experience of working in an Individual Contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates
Minimum
Experience in creating process documents, SOPs, etc using relevant tools
Preferred
Prior working knowledge of G Sheets, G Slides, Gmail and Slack
Preferred
Experience of working with tools like Live Engage, Cisco Jabber, Citrix
Preferred
Understanding of front end, middleware & backend
Preferred
Understanding of BI (Tableau & Power BI) that will help creating reporting
Preferred
Understanding Monitoring tools for Servers
Preferred
Process and Quality Management experience for a US Telecom Process
Preferred
Candidates who have worked as a Team Lead/Asst Manager in a client contact centre process – wireless customer care or technical support will be preferred
Additional Role Requirements:
Physical Requirements:
No unusual physical requirements
Job Type: Full-time
Location:

• Barranquilla, Atlántico (Required)