Senior Customer Support Analyst German - CDD

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Culture de l'entreprise :

HCLTech évolue dans une culture principalement orientée compétition et performance, où l’ambition, le goût du challenge et l’atteinte d’objectifs mesurables constituent des leviers clés de réussite. L’entreprise valorise le dépassement de soi, la compétitivité et une forte orientation client, dans une logique de résultats et de positionnement sur le marché. Cette dynamique est solidement soutenue par une composante innovation marquée, favorisant l’initiative, l’expérimentation et l’agilité. Elle est également complétée par une culture collaborative attentive au développement humain et au travail d’équipe, tandis que les processus structurés jouent un rôle plus secondaire.

Poste :

About the Role

We are seeking a Customer Support Analyst to help customers successfully adopt and maximize the value of Cisco IQ. In this role, you will combine customer support, onboarding, and platform adoption activities to ensure a seamless customer experience. You will engage directly with customers, provide guidance on platform capabilities, resolve onboarding challenges, and collaborate with internal teams to drive successful outcomes.

Key Responsibilities

• Support customers throughout their Cisco IQ onboarding, platform activation, and adoption journey.
• Conduct proactive outreach through calls, emails, webinars, and virtual meetings to engage customers and provide guidance.
• Deliver onboarding sessions, product demonstrations, and customer reviews.
• Respond to customer inquiries and troubleshoot onboarding or platform-related issues.
• Collaborate with cross-functional teams to resolve customer concerns and ensure timely issue resolution.
• Track onboarding progress, customer engagement activities, and platform adoption metrics.
• Capture customer feedback and maintain accurate records in CRM and customer management systems.
• Ensure timely follow-up and effective communication with customers.
  

Profil recherché :

What We're Looking For

• 2-4 years of experience in Customer Support, Technical Support, Customer Operations, Account Management, or other customer-facing roles.
• Experience interacting with customers through outbound outreach and engagement activities.
• Strong communication, presentation, and problem-solving skills.
• Experience working with CRM tools and customer management platforms.
• Basic understanding of technology, SaaS platforms, and networking concepts.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service mindset with the ability to build positive customer relationships.
• Fluent English (written and spoken).
• German language proficiency is highly preferred.

Nice to Have

• Familiarity with Cisco technologies such as Meraki, Webex, Intersight, SD-WAN, or similar enterprise platforms.
• Experience with reporting, data analysis, and performance tracking.
• Exposure to customer onboarding or technical support environments.

Key Competencies

• Customer-focused approach
• Strong ownership and accountability
• Proactive problem-solving and issue escalation
• Cross-functional collaboration
• Excellent organization and follow-up skills
• Ability to balance customer support and platform adoption objectives
  

Adresse de notre siège :

Traits de personnalité souhaités :

Respect des règles Volonté de persuasion Distance émotionnelle Ténacité Besoin d'action Travail en équipe Implication au travail Organisation

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