Support Lead

Job description

Schedule: Full-time, 24x7 Shift Model (Rotational shifts, including nights and weekends, will be required) About the Program: Our program is dedicated to providing critical technical and operational support to our global partners, ensuring their seamless experience with our services. We engage primarily through email communication, offering timely resolutions and expert guidance to complex queries. We are looking for a highly skilled and articulate individual to join our team and elevate our partner communication and technical support capabilities. Key Responsibilities Responsibilities: Experience working in a Tier 1 Technical Assistance Center (TAC) environment, with a proven ability to perform initial root cause analysis and accurately diagnose technical issues before responding to the partner. Provide high-quality technical and operational support to partners through clear, concise, and accurate email communication. Manage individual queue priorities independently to consistently outperform established SLA response and resolution metrics. Efficiently analyze and comprehend complex partner inquiries, ensuring all aspects of their request are understood and addressed. Clearly articulate technical solutions and operational instructions in written English, ensuring partners can easily understand and implement guidance. Maintain accurate and detailed records of all partner interactions and troubleshooting steps within our support systems. Contribute to the enhancement of support documentation, FAQs, and knowledge base articles. Adhere to established service level agreements (SLAs) for response and resolution times. Proactively identify opportunities for process improvement within the support workflow to enhance partner satisfaction and team efficiency. Analyze recurring support patterns to propose and implement workflow automations that boost overall team efficiency Skill Requirements Qualifications: Exceptional English communication skills, both written and reading comprehension, are paramount. Demonstrated ability to understand complex technical inquiries and articulate solutions clearly and precisely in written form. 2+ years of experience in a technical support, operations support, or similar customer-facing technical role. Fair understanding of web-based APIs (e.g., REST, SOAP) and experience troubleshooting API integrations. Proven problem-solving abilities with a strong analytical mindset. Excellent attention to detail and accuracy in communication. Ability to work effectively in a fast-paced, 24x7 rotational shift environment. Strong customer service orientation with a commitment to partner satisfaction. Ability to work independently and as part of a collaborative global team. Other Requirements Preferred Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related technical field. Experienced in triaging, routing, and answering critical support tickets while maintaining excellent customer satisfaction scores through precise documentation. Proven track record of managing high-volume ticketing queues and delivering high-quality email responses that resolve diverse stakeholder issues efficiently. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people 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. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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