Customer Support with Spanish

Customer Support with Spanish

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. With a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).

Job Description

The order management analyst coordinates, plans, schedules and monitors Managed Services activation at the Customer site.

Responsibilities

• Coordinate and lead kick-off call with the Client’ Business account team, Customers, and respective engineering resources.
• Update all appropriate information at the Managed Services project and Customer level in ESP (Enterprise Solution Platform).
• Ensure Managed Services Order Forms (MSOFs) are submitted under the appropriate ESP (Enterprise Solution Platform) project.
• Develop a communication plan with the Managed Services joint project team and sets expectations as to the roles and responsibilities of each of the team members for all phases of the Managed Services project.
• At the conclusion of the planning phase, provide documentation to the Managed Network Solutions Operations (MNSO), which outlines the Customer specific procedures for outage notification, special handling, and escalation for all new Customer networks.
• Lead weekly Managed Services project status calls with all Managed Services project team members.
• Manage changes within the Managed Services project, informing the Customer of the potential impact of the change and possible implementation strategies.
• Secure, if necessary, any Managed Network Service Order exception requests for a site or device that does not follow standard Managed Service Operations (MSO) guidelines for site acceptance.
• Coordinate the scheduling of all Customer site specific tasks (site surveys, WAN (Wide Area Network) activation, LAN (Local Area Network) activation, acceptance testing, etc.) according to the implementation plan, and tracks the completion of all site activities and the resolution of any issues preventing the progression of the site to management acceptance.
• Audit and approve/reject the MSOFs and proactively engage Order Management to minimize re-work due to MSOF rejections.
• Conduct Managed Services project closeout meeting with the customer at the conclusion of the project

Skills and Qualifications

• Minimum C1 level of fluency in Spanish
• Minimum B2 level of fluency in English
• General knowledge of Telecommunications, Networking Technologies, client’ products and solutions
• SFDC tool & processes knowledge
• Must have the ability to deliver written and verbal messages with customers
• Requires critical thinking in the decision-making process
• Overall technical aptitude and forward thinking
• Must be English literate and numerate,
• Strong customer service focus with drive to deliver a world-class customer experience
• Clear confident communicator with strong written and verbal presentation skills
• Ability to work on own initiative with minimal supervision and also as part of a wider project/team
• Perform well under pressure to meet deadlines
• High attention to detail, data accuracy and quality of input
• 3+ years demonstrable experience in a Business to Business (B2B) / Corporate Environment
• Problem management skills and strong analytical skills

Benefits and Perks

• Permanent Contract
• Hybrid Work Model
• Business hours (Monday to Friday)
• Well rounded Health and Life Insurance Packages