Customer Success Champions || HCLTech

Location:

Shift:

Job Summary

Customer Success Champions

bridge between agents and Customer Success Enablers (L2 teams)

Key Responsibilities

• Act as the first point of contact for POC agents to identify and resolve technical issues.
• Provide instant technical troubleshooting (desktop/thin client, session re-initiation, clearing resources).
• Escalate unresolved issues to L2 teams with complete details and artifacts.
• Coordinate with onshore/offshore business & technical teams for issue resolution.
• Share daily/weekly reports on issues raised, resolved, and pending.
• Verify and confirm resolution efficacy onsite before ticket closure.
• Contribute to decision trees, SOPs, and self-help guides for recurring issues.
• Communicate updates on system releases, maintenance, and fixes to PSO.
• Collaborate with CS Champions across centers to replicate best practices.
• Maintain professional communication via calls, emails, and reports.

Experience & Skills

Minimum Requirements

• 5+ years of experience in a Telecom process (preferably US).
• Excellent English communication skills (email, phone, presentations).
• Strong knowledge of Telecom Contact Centre tools (IVR, Soft Phones, CRM, Chat, Email platforms).
• Experience in individual contributor roles handling multiple stakeholders.
• Proficiency in creating reports, SOPs, and process documents.
• Willingness to work in rotational shifts (including US hours).

Preferred Skills

• Prior experience in Wireless & Wireline Customer Care or Technical Support.
• Exposure to Live Engage, Cisco Jabber, Citrix.
• Knowledge of BI tools (Tableau, PowerBI).
• Familiarity with monitoring tools for servers.
• Experience in process & quality management.
• Hands-on with G-Suite (Sheets, Slides, Gmail, Slack).
• Prior Team Lead/Assistant Manager experience in US Telecom processes.

Education

• Minimum:

  Bachelor’s degree (any discipline)

• Preferred:

  Master’s degree